What We NeedCorpay is currently looking to hire a QA Automation and Call Quality Delivery Manager within our Operations division. This position falls under our Corporate Payables line of business and can be located in either Richmond, VA or Brentwood, TN. In this role, you will be responsible for building, managing, and scoring QA call reviews while improving the overall efficiency, accuracy, and consistency of the QA process. This role will help streamline manual QA workflows by incorporating AI-assisted scoring with human validation to ensure quality standards are met and coaching opportunities are clearly identified. This position will collect, analyze, and interpret call data, QA results, scoring trends, and performance patterns to provide actionable feedback to leadership, trainers, and team members. The ideal candidate will be comfortable working with call transcripts, QA scorecards, reporting tools, and AI-supported review processes to improve performance, reduce manual effort, and strengthen coaching outcomes. You will report directly to the VP, Vendor Enrollment, and regularly collaborate with various teams.
Role Responsibilities The responsibilities of the role will include:
- Build, manage, and maintain QA call review processes, scorecards, and reporting workflows.
- Review and score calls using established QA standards and performance expectations.
- Support the transition of QA processes to AI-assisted scoring with human validation.
- Validate AI-generated QA results to ensure accuracy, consistency, and fairness.
- Identify trends, gaps, and opportunities through call reviews, transcript analysis, and QA data.
- Collect, organize, and interpret data points related to call quality, compliance, scripting, customer experience, and overall performance.
- Provide clear coaching and training recommendations based on identified trends and recurring opportunities.
- Partner with training, leadership, and operations teams to improve call quality and process consistency.
- Create reports, summaries, and insights that help leaders make data-driven coaching decisions.
- Recommend process improvements to increase QA coverage, reduce manual workload, and improve efficiency.
- Monitor QA trends over time to measure improvement and identify ongoing development needs.
Qualifications & Skills - Experience in quality assurance, call monitoring, training, coaching, operations, or process improvement.
- Strong ability to evaluate calls against defined standards and provide objective feedback.
- Comfortable working with data, reports, transcripts, and performance trends.
- Ability to identify root causes, recurring issues, and coaching opportunities.
- Strong written and verbal communication skills.
- Detail-oriented with strong organizational and analytical skills.
- Experience with AI tools, automation, call transcription, or QA platforms preferred.
- Ability to balance technology-driven scoring with human judgment and validation.
Benefits & Perks - Medical, Dental & Vision benefits available the 1st month after hire
- Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
- Virtual fitness classes offered company-wide
- Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes
Pay TransparencyThe expected salary range for this position is $72,100 - $90,100 based on the candidate's work location. This range reflects a good faith estimate of the expected compensation for this role at the time of posting. The final offer will be determined based on job-related factors including skills, experience, qualifications, and applicable market conditions. Compensation may vary based on geographic location and will be confirmed during the hiring process. Additional compensation and benefits, including incentive programs, health coverage, retirement plans, paid time off, and other benefits (where applicable), may also be provided.
