Manager, Quality Assurance

Drive quality assurance across support channels.

• •The Customer Support QA Manager will build and run the end-to-end QA programme across all support channels, turning quality data into insights and driving improvement across the support organisation.
• •Key Responsibilities Own QA frameworks, scoring rubrics, calibration and feedback loops across channels Lead and develop QA team members to drive measurable improvement Partner with Team Leads to ensure QA findings enable coaching and development Analyse quality trends and report insights to leadership Work cross-functionally to surface recurring product/process issues Requirements Proven experience running QA in a customer support environment Experience managing and developing QA analysts or coaches Strong analytical mindset and comfort working with data Familiarity with QA tooling (Playvs, Klaus, MaestroQA) and support platforms (Zendesk, Intercom) Excellent communication and influencing skills