Quality and Compliance Manager

The Quality & Compliance Manager will be responsible for ensuring the highest quality standards in customer service, compliance, and training. This role will involve auditing calls and tickets, building materials to help agents improve, and owning systems that make the team consistent and scalable.

Requirements

• 3+ years in a CX, contact center, or support operations role or learning and development role
• Demonstrated QA experience
• Experience writing SOPs, process documentation, or operational guides that people actually use
• Strong written communication
• Comfort with compliance concepts in a customer-facing context
• Proficiency in Google Slides or equivalent
• Experience creating training content
• Ability to work cross-functionally with Team Leads and report upward to the VP of CX

Benefits

• Healthcare coverage
• Health Savings Account eligibility
• Short-term disability plan
• Free 24/7 access to TextCare
• Retirement plan with employer match
• Paid parental leave
• Paid time off