The Quality Manager, Operations plays a central role on the Operations Shared Services team at Checkr. This leadership position is focused on enhancing quality and compliance across operations, leveraging tools like MaestroQA, and collaborating with BPO teams to drive improvements. We are transforming our traditional quality assurance approach into a sophisticated insights engine powered by AI and advanced Large Language Models (LLMs).
Responsibilities:
- Champion a consistent, high quality customer experience that aligns with brand tone and support policies.
- Translate QA data into actionable insights for frontline teams, operations, product, knowledge, and training
- Utilize MaestroQA and quality monitoring data to identify performance and process gaps and implement targeted interventions, enhancing operational performance.
- Collaborate on root cause analysis and improvement plans tied to Customer outcomes such as CSAT, compliance, and performance metrics.
- Lead conversations and presentations at all organizational levels, using insights from quality data to drive strategic decisions around quality
- Drive employee engagement and a high-performance culture by ensuring effective performance management, coaching, and development within the quality team.
- Stay ahead of industry developments, applying best practices to continuously improve quality programs.
Requirements:
- Minimum of 5+ years of progressive experience in people management or leadership positions in quality assurance.
- Proficiency in using MaestroQA and experience working with BPO teams.
- Intermediate Excel/Google Sheets skills for data analysis and reporting.
- Experience building, scaling, and managing quality programs in a high-growth and complex organization.
- Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines.
- Customer-centric with a passion for delivering the best customer experience, exceptional attention to detail, problem-solving skills, and sound judgment.
- Proven ability to drive QA-driven behavioral changes across teams and vendors.
- Thrives in a fast-paced environment with constant change and a rapidly growing team.
- Positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.
- Ability to manage a roadmap, projects, and multi-phase initiatives.
- Comfortable integrating QA as an input to coaching and performance programs.
- Willingness to travel (up to 25%).
What you get:
- A fast-paced and collaborative environment where we leverage the latest technology
- Hands-on coaching and professional development
- Competitive compensation and opportunity for advancement – a true meritocracy
- 100% medical, dental and vision coverage
- Flexible PTO policy
- Gym membership, transportation reimbursements
- Catered lunch, dinner, and snacks
At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.
The base salary range for this role is $99,000 - $124,000 in Denver, CO.
Equal Employment Opportunities at Checkr
Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.
