CX Quality Assurance Manager

Summary

Join Ethos as the Customer Experience Quality Assurance Manager and lead initiatives driving continuous improvement across the support organization. Oversee Quality Assurance, Training, and Complaints Management, ensuring consistent, high-quality customer service. Develop and scale processes enhancing performance, lead cross-functional teams, and handle complaints with care, investigating root causes and transforming them into actionable insights. Foster a culture of accountability, learning, and service excellence. The role involves leading QA and Training teams, evolving the complaints management process, designing training programs, building on quality assurance processes, monitoring support interactions, working cross-functionally, demonstrating a continuous improvement mindset, implementing AI-driven solutions, and providing internal stakeholders with clear visibility into support quality metrics.

Requirements

• 5+ years in customer support or customer experience roles, with at least 2+ years managing training or quality teams
• Proven people management experience and ability to inspire and lead high-performing teams
• Exceptional attention to detail, with the ability to analyze and interpret data to make informed decisions
• Deep understanding of customer support operations and quality measurement practices
• Strong communication skills, capable of conveying actionable feedback and driving quality improvements across departments
• Highly organized and detail-oriented, with a strong sense of ownership and accountability

Responsibilities

• Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of your team members
• Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
• Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
• Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
• Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
• Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
• Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
• Identify and implement AI-driven solutions to scale support quality and efficiency
• Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights

Preferred Qualifications

• Experience in regulated industries or insurance is a plus
• Spanish fluency is a plus
• Experience working with global or outsourced support teams is a plus