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Manager, CX Quality

2 hours, 50 minutes ago
United States
Full-time
Lead
QA Engineer
Quality Assurance and Testing
Apply Now
Ethos Solutions

Ethos Solutions

Ethos Solutions is a Technical Professional Services organization specializing in Salesforce Development and Custom Application Development. With over eight years of experience as a certified Salesforce Silver consulting partner, Ethos offers services ...

Professional Services
1-10
Founded 2006
View All Jobs 5

Description

  • Lead the QA and Training teams, setting strategy, driving execution, and supporting team member growth.
  • Own and evolve the complaints management process, including intake, resolution workflows, root cause analysis, reporting, and compliance alignment.
  • Design, develop, and deliver training programs for new hires and ongoing support representative development.
  • Build on quality assurance processes and procedures to ensure a consistent, high-quality support experience.
  • Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels.
  • Partner cross-functionally with CX leadership, Product, Compliance, and other stakeholders to prepare the support organization for business or product changes.
  • Use complaints, QA data, and training feedback to drive continuous improvement in customer experience and outcomes.
  • Identify and implement AI-driven solutions to scale support quality and efficiency.
  • Provide stakeholders with visibility into support quality metrics, complaint trends, and training effectiveness through reporting and actionable insights.

Requirements

  • 5+ years of experience in customer support or customer experience roles.
  • At least 2+ years of experience managing training or quality teams.
  • Proven people management experience with the ability to inspire and lead high-performing teams.
  • Strong 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 to convey actionable feedback and drive quality improvements across departments.
  • Highly organized and detail-oriented with a strong sense of ownership and accountability.
  • 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.

Benefits

  • US national base salary range of $90,000 to $110,000.
  • Remote work designation (#LI-Remote).
  • Eligibility for bonus, equity, and benefits in addition to base salary.
  • Access to Ethos US benefits program.
  • Inclusive hiring policy that encourages candidates to apply even if they do not meet every requirement.

Interested in this position?

Apply directly on the company website

Apply Now

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