About IntouchCX
IntouchCX 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.
About the Job
We are changing the way people think about customer service, and we need your help!
We 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 success of our clients.
As Quality Assurance Manager, You Will…
Lead conversations, both written and verbal, with clients and team members of all levels
Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
Identify trends and challenges, and develop plans to correct problem areas
Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training
Ensure compliance operating processes and procedures, including all required security measures
Utilize essential soft skills to deliver guidance to team members of every level
Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business
As Quality Assurance Manager, You Have…
3-5 years of experience in a leadership role, preferably in the customer service industry
Bachelor Degree or other post-secondary degree in a relatable field
Excellent verbal & written communication skills and strong emotional intelligence
Leadership, decision-making and analytical skills
Ability to evaluate and synthesize data
Excellent attention to detail
Strong aptitude for process thinking
Strong knowledge of Word, Excel & Powerpoint
Some travel may be required
Skills Required
- 3-5 years of experience in a leadership role, preferably in the customer service industry
- Bachelor's degree or other post-secondary degree in a related field
- Excellent verbal and written communication skills
- Strong emotional intelligence
- Leadership, decision-making, and analytical skills
- Ability to evaluate and synthesize data
- Excellent attention to detail
- Strong process-thinking aptitude
- Strong knowledge of Microsoft Word, Excel, and PowerPoint
- Willingness to travel as needed
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
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