Who You Are

You are a strategic and analytical leader who is passionate about ensuring the integrity, consistency, and impact of quality measurement across customer interactions. You have a strong understanding of what drives exceptional customer experiences and are energized by building systems that ensure quality standards are applied fairly, consistently, and meaningfully across teams.

You are detail-oriented and data-driven, with a natural curiosity for understanding patterns in customer interactions and operational performance. You enjoy translating quality insights into meaningful intelligence that helps leaders make informed decisions about performance, customer experience improvements, and operational priorities.

You are also a strong collaborator who values partnership across teams. You understand that quality governance is most effective when it works alongside coaching, operational leadership, and customer feedback programs. You are comfortable working across functions to ensure that insights from quality evaluations help drive measurable improvements across the Customer Success Organization.
Your Success Profile
What You Will Work On

• Develop and maintain quality evaluation standards that align with organizational customer experience goals
• Ensure quality frameworks remain consistent, transparent, and applied fairly across teams
• Partner with leadership to evolve quality standards as customer experience priorities evolve
• Oversee governance of AI-assisted quality monitoring systems
• Establish auditing processes to ensure AI-generated evaluations remain accurate and aligned with evaluation standards
• Partner with internal stakeholders to continuously improve quality measurement practices
• Lead calibration programs to ensure consistent interpretation and application of quality standards
• Monitor scoring variance across teams and evaluators
• Ensure quality evaluations remain objective, consistent, and trusted by leadership and frontline teams
• Lead and develop a team of QA Analysts responsible for interaction evaluations and AI audit processes
• Partner with Continuous Improvement and CX Operations teams to ensure quality insights translate into meaningful improvement initiatives
• Collaborate with CX leadership to ensure quality governance aligns with broader customer experience strategy
• Provide guidance, coaching, and performance management to ensure high-quality analysis and reporting
• Foster a culture of curiosity, accountability, and continuous learning within the QA team

How You Will Do Your Work

As a Manager, Quality Assurance, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."

Qualifications

• 5+ years of experience in Quality Assurance, Customer Experience, or Customer Success operations
• 2-3 years of experience managing teams within quality, performance, or operational environments
• Strong analytical skills and experience working with performance or quality evaluation data
• Experience developing or managing quality frameworks and calibration practices
• Experience working with quality monitoring platforms or similar evaluation tools
• Strong communication and stakeholder management skills
• Ability to translate insights into meaningful recommendations for leadership
• Proficient in Google Suite, CRM, and customer service communication platforms

Zendesk, Gong, Talkdesk, Medallia, and Maestro QA (or similar Quality Management software) are bonus

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

#LI-Hybrid #LI-KC2

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.