Quality Manager

Job Summary:

As the Quality Manager, you will provide oversight and direction for the quality function, managing a team of Quality Leads that provide feedback, track KPIs, and analyze performance and process improvements. Using a data-based approach, you will establish standards governing customer interactions, implement monitoring programs, and take responsibility for improving them. 

Key Responsibilities:

• Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards 

• Manage and develop a team of quality leads

• Perform weekly qualitative and quantitative analysis of QA performance

• Collaborate with the leadership team to set quality priorities and benchmarks

• Create standards in accordance with customer expectations 

• Tracking and analyzing the impact of the quality program on key business KPIs

• Running root-cause analysis to identify knowledge gaps 

• Oversee regular calibration meetings with key stakeholders

Key Competencies:

Technical Skills:

• Experience using QA software (MaestroQA a plus)

• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment

• Effective written, oral communication, and presentation skills are necessary

Interpersonal Skills:

• Ability to collaborate effectively across teams and communicate with key stakeholders.

• Strong conflict resolution and negotiation skills, with the ability to navigate differing viewpoints and drive consensus

• Skilled in giving and receiving feedback constructively, especially in performance and coaching contexts

• Strong leadership presence with the ability to inspire, motivate, and develop team members

• Empathetic communicator who builds trust and fosters psychological safety

• Comfortable facilitating discussions in large and small group settings, including calibration sessions and stakeholder reviews

• Proven ability to manage up, laterally, and down to align on priorities and quality standards

Problem-Solving and Decision-Making:

• Demonstrates strong critical thinking and decision-making abilities, especially under pressure.

• Proactive in identifying challenges and implementing solutions.

Minimum Qualifications:

• Education: BA/BS, or equivalent experience required

• Experience: 3+ years of experience in a quality role in a contact center environment 

• Other Requirements: 2+ year of direct management experience preferred 

Performance Metrics:

• Increase grading capacity by 50% within 90 days

• Implement AI tooling within 90 days

What We can Offer:

• Flexible PTO

• Competitive salary & equity package

• Monthly Gametime credits for any event ($1,200/yr)

• Medical, dental, & vision insurance

• Life insurance and disability benefits

• Diverse Family-forming benefits through Carrot Fertility

• 401k, HSA, pre-tax savings programs

• Company off-sites and meet-ups

• Wellness programs

• Tenure recognition

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

United States - Pay Range

$79,654—$93,711 USD