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CX QA & Content Manager

New York, USA (On-site)

As the BPO Quality Of Service Manager , you will be the architect of our quality assurance framework and play a critical role in how we scale our customer support operations. You’ll work closely with BPO partners, internal stakeholders, and product teams to ensure our support interactions are consistent, brand-aligned, successful and deeply customer centric. To Apply Please provide null What You’ll Do Responsibilities: Design & implement QA programs across internal and BPO support teams Build scorecards and quality monitoring tools tailored to each support channel (chat, email, voice, social media etc..) Create and execute a scalable implementation plan for QA processes across a multi-site operation Leverage AI-powered tools to expand audit coverage, improve scoring accuracy, and optimize team productivity Collaborate with all company stakeholders i.e. training, operations, product teams, etc… to optimize content and workflows Conduct regular calibrations with BPO partners to ensure consistency and quality alignment Generate insights from QA reviews and share actionable feedback with leadership Monitor trends in support interactions and recommend process or product improvements Requirements Requirements 3+ years of QA or content management experience in a BPO or outsourcing environment Proven experience in building QA frameworks, scorecards, and SOPs from the ground up Proficiency with AI tools and automation platforms to streamline QA processes and boost coverage (e.g., generative AI, auto-QA, GPT-based systems) Deep understanding of customer support KPIs and quality assurance methodologies Strong project management skills and experience driving initiatives to completion Excellent communication and presentation abilities Experience with QA platforms (e.g., MaestroQA, Playvox, Observe.AI) is a big plus Passion for customer experience, continuous improvement, and operational excellence Familiarity with CX platforms (e.g., Zendesk, Intercom, Gorgias) What We’re Looking For null Preferred Qualifications null Why Join Us null Fitness Certifications null