Call Center Quality Assurance Manager (Sales & Service)

Quality Assurance Manager

The Quality Assurance Manager is an individual contributor role that safeguards both sales and service quality, ensuring every interaction strengthens customer trust, improves conversion, and drives long-term retention. This role defines what quality looks like in customer and sales conversations, identifies the markers of success, and ensures learnings are prioritized, tested, and translated into coaching, enablement, and cross-functional strategies.

Acting as both a guardian of quality and a builder of the QA function, this leader will partner closely with Enablement, Customer Success, Sales, QMS, Analytics, and Continuous Improvement to create feedback loops that fuel agent performance and customer outcomes. The role also plays a pivotal part in establishing the foundation for a scalable Quality Center of Excellence.

Responsibilities

Evolve and Scale the Sales & Service QA Framework

• Own and manage the QA framework to establish and continuously refine the quality standards for Concierge sales and service interactions.
• Ensure QMS tracking and reporting align with both customer experience and conversion strategies.
• Build alignment around quality standards and ensure consistent application across business units.
• Establish foundational processes, pilots, and calibration models to build a scalable QA organization.
• Partner with Continuous Improvement to document learnings and evolve toward a Quality Center of Excellence.

Identify & Test Sales Quality Markers

Leverage Customer & Agent Insights and Performance

Partner Cross-Functionally

Define & Track Success Metrics

Drive Continuous Improvement

Success in this role means :

Qualifications :