Quality Assurance Manager / Supervisor

The ideal candidate combines deep telecommunications knowledge — including VoIP, call routing, carrier operations, and telephone engineering, and AI — with proven expertise in quality assurance, customer experience strategy, coaching, and team leadership. This individual will play a critical role in translating business objectives into measurable quality behaviors that improve customer outcomes, operational performance, and employee effectiveness.

Key Responsibilities

• Design, implement, maintain, and continuously improve quality assurance programs, scorecards, and evaluation frameworks
• Develop QA standards and processes that align with customer experience goals and operational objectives
• Analyze customer interactions, call flows, and operational performance to identify trends, risks, and improvement opportunities
• Coach, mentor, and develop employees and leaders to improve qualit...