Quality Assurance Manager - NA Customer Care
Listed on 2026-01-29
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Quality Assurance - QA/QC
QA Specialist / Manager
The Quality Assurance (QA) Manager for North America Customer Care is responsible for leading the strategy, governance, and execution of all Quality Assurance processes across Customer Care contact channels. This role ensures consistent delivery of a world‑class customer experience by defining quality standards, monitoring performance, enabling operational improvement, and driving alignment between Customer Experience (CX), Customer Care Operations, and key supplier partners.
The QA Manager oversees the end‑to‑end quality ecosystem—quality form development, calibration routines, survey design, speech/text analytics monitoring, and correlation of quality attributes to customer satisfaction outcomes. The role also serves as the steward of the North America NSAT survey structure, ensuring global alignment, methodological integrity, and actionable insights.
Additionally, the QA Manager leads several emerging and enterprise‑critical functions, including:
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