Job description
Job Description: Quality Manager – Contact Center QA Operations We are looking for a highly technical and experienced Quality Manager to lead and evolve Quality Assurance operations across multiple contact center departments. This role will be heavily focused on building, improving, and scaling QA programs, with a strong emphasis on QA automation, analytics, and operational effectiveness.
The ideal candidate must have hands-on experience managing QA within a call center environment and working with modern QA platforms, specifically NICE QA modules.
Key Responsibilities
Design, implement, and continuously improve QA plans and quality frameworks across multiple operational departments. Manage QA scorecards, calibration processes, quality standards, and performance reporting. Lead QA automation initiatives and maximize the use of QA technology platforms. Partner with Operations, Training, and Leadership teams to identify quality trends and drive performance improvements.
Analyze customer interactions and operational data to improve customer experience and agent effectiveness. Develop scalable QA processes that support both human and automated interaction reviews. Ensure compliance with internal policies and customer experience standards. Required Experience Strong experience managing Quality Assurance operations within a contact center environment.
Proven experience creating, implementing, and improving QA plans and QA programs. Hands-on experience using QA automation and quality management tools. Direct experience with NICE QA / NICE CXone Quality Management modules strongly preferred. Strong technical and analytical skill set with the ability to interpret operational data and quality trends.
Experience managing QA across multiple departments or lines of business. Ability to build reporting, workflows, and scalable quality processes.
Preferred Qualifications
Experience with AI-driven QA automation, auto-scoring, or interaction analytics preferred. Strong communication and leadership skills. Experience working in fast-paced operational environments with cross-functional teams. Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.