Quality Assurance Manager | Onsite - Tallahassee, FL
About the role
We're seeking a hands-on Quality Assurance Manager to lead a small team responsible for evaluating and improving service and business processes supporting the People First Call Center.
This role oversees a rigorous quality assurance program across all service centers providing services for the People First Call Center. You'll audit customer service interactions, business processes, and knowledge management system (KMS) content; identify gaps and improvement opportunities; and work with operational partners to strengthen consistency, accuracy, and the customer experience. You'll also manage and develop QA analysts while maintaining appropriate independence from day-to-day call center operations.
Key responsibilities
•Lead and support a team of at least two QA analysts, including setting priorities, reviewing work, coaching, and providing performance feedback.
•Develop, maintain, and continuously improve a structured QA program for service provider oversight and customer service support.
•Audit and evaluate business processes, customer service practices, and KMS content across all service centers providing services for the People First Call Center.
•Establish clear evaluation criteria, sampling approaches, documentation standards, and reporting practices.
•Analyze audit results and trends to identify recurring errors, process weaknesses, training needs, and customer experience issues.
•Communicate findings and recommendations to appropriate operational and client stakeholders.
•Partner with service center leadership, training, operations, and knowledge management teams to support corrective actions and continuous improvement.
•Identify processes that need to be documented or updated and coordinate their development with process owners.
•Review KMS materials for accuracy, completeness, usability, and alignment with approved procedures.
•Track corrective actions and follow up to assess whether changes address identified issues.
•Recommend practical improvements informed by relevant quality assurance and customer service practices.
•Maintain organized audit records, trend reports, and supporting documentation.
•Protect confidential customer and program information in accordance with applicable policies and contract requirements.
Qualifications
•Bachelor's degree in business, communications, public administration, or a related field; equivalent relevant experience may be considered.
•At least five years of experience in quality assurance, quality monitoring, process improvement, or customer service operations.
•At least two years of experience leading, coaching, or coordinating the work of others.
•Experience auditing call center or customer service interactions and evaluating operational processes.
•Demonstrated ability to develop or improve QA criteria, scorecards, audit workflows, and reporting.
•Strong analytical skills, including the ability to identify patterns and turn findings into practical recommendations.
•Excellent written and verbal communication skills.
•Strong organization and follow-through, including the ability to manage findings and corrective actions across multiple teams.
•Proficiency with standard office and reporting tools.
Preferred qualifications
•Experience supporting a large customer service operation.
•Familiarity with knowledge management systems and controlled documentation.
•Experience with call center quality platforms, performance metrics, or root cause analysis.
•Familiarity with continuous improvement methods such as Lean, Six Sigma, or similar approaches.
What success looks like
•QA reviews are consistent, well-documented, and useful to operational teams.
•Findings identify meaningful trends and lead to tracked corrective actions.
•Business processes and KMS content are accurate, complete, and updated as needs change.
•QA analysts receive clear direction, coaching, and development.
•Quality insights support improved service consistency and customer experience across service centers.
Benefits
Strada offers a range of benefits for health, wellbeing, finances, and future, including health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, and learning opportunities.
Work authorization
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
About Strada
Strada is a people, payroll, and technology leader simplifying international workforce management, operating in 180+ countries, designing and delivering people-first solutions powered by cloud-based technology.
