CX Quality Assurance Manager

Lead initiatives that drive continuous improvement across our support organization as the Customer Experience Quality Assurance Manager. This role oversees the Quality Assurance, Training, and Complaints Management functions, ensuring our teams are equipped to deliver consistent, high-quality customer service. You will develop and scale processes that enhance performance, lead and support cross-functional teams, and ensure every complaint is handled with care, investigated for root causes, and transformed into actionable insights. Your leadership will be key to fostering a culture of accountability, learning, and service excellence. Duties include leading the QA and Training teams and evolving the complaints management process. The goal is to drive enhancements in customer experience and outcomes, identify and implement AI-driven solutions, and provide stakeholders with clear visibility into support quality metrics.