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Quality Assurance Manager
42 minutes ago
Posted Tuesday, January 6, 2026 at 7:00 a.m.About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJsWe are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.As Quality Assurance Manager, You Will…Proactively solicit and provide feedback by being honest and transparentPlan, develop and implement comprehensive professional development and training plansPromote an inclusive learning environment and facilitate staff meetingsSet and provide direction of new initiatives, opportunities and foster "best in practice" training and professional developmentProvide coaching to global staff in quality assurance and training to support superior performanceResponsible for the effective selection, development, supervision, evaluation and training of direct reportsPerform routine audits and track call performanceBecome the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation ManagersAssist with or conduct training to keep the team updated on changes that may occur in information or proceduresAssign and monitor workload and performance of Trainers and Quality AnalystsParticipate in calibration sessions and ensure Quality Analysts complete timely calibration evaluationsAddress inconsistent scoring through coaching and assist with facilitation exercises, as assignedIdentify and document any training and/or quality performance issues and elevate them to the Operations Manager, as appropriateWork with client and Operations Manager to perform corrective actionDeliver corrective disciplinary, up‑skilling and coaching action as appropriate, and per company policyAs Quality Assurance Manager, You Have…3+ years of leadership experience, preferably in the customer service industryPost‑secondary education preferredDemonstrated, progressive leadership and management skills, preferably in a contact center environmentExperience leading teams in a global capacityExperience working in a fast paced environment across multiple locations globallyStrong verbal and written communication skillsExceptional organizational and time management skills – must be able to multitask and prioritizeSuperior analytical skills, problem solving and decision making skillsDemonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)Understanding of continuous improvement plansGood understanding of business acumenIndependent thinkerExcellent presentation skillsIntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.Benefits of Working as a Quality Assurance Manager…Industry‑leading medical, vision, and dental benefit plans + paid time off benefits #J-18808-Ljbffr
