Position Title: Manager, CX OPERATIONS QA

As a Manager, CX OPS QA, you will lead the overall QA strategy and performance for your assigned local/regional accounts. Your primary focus will be on the daily management of the QA team, ensuring they achieve performance targets and consistently deliver high-quality output. You will also be the main advocate for maintaining QA standards at the local/regional level.

Responsibilities

• Directly manage the performance of Sr TLs, CX OPS QA/TLs, CX OPS QA and CX OPS QAs, providing regular coaching, feedback, and development plans for assigned regional or local accounts in a shared model ecosystem.
• Report to the Regional QA Leader/Sr QA Manager, review and approve all new QA hirings, in line with the client’s strategy and budget assumptions.
• Refine and optimize QA organizational structure across supported clients (Sr TLs/TLs, and QAs) and ensure alignment with client objectives, execut...