Manager, CX Quality

About the role

As the Customer Experience Quality Assurance Manager, you will lead initiatives that drive continuous improvement across our support organization. This role oversees the Quality Assurance, Training, and Complaints Management functions, ensuring our teams are equipped to deliver consistent, high-quality customer service. You will develop and scale processes that enhance performance, lead and support cross-functional teams, and ensure every complaint is handled with care, investigated for root causes, and transformed into actionable insights. Your leadership will be key to fostering a culture of accountability, learning, and service excellence.

Duties and Responsibilities:

• Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of your team members
• Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
• Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
• Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
• Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
• Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
• Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
• Identify and implement AI-driven solutions to scale support quality and efficiency
• Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights

Qualifications and Skills:

• 5+ years in customer support or customer experience roles, with at least 2+ years managing training or quality teams
• Proven people management experience and ability to inspire and lead high-performing teams
• Exceptional 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, capable of conveying actionable feedback and driving 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

#LI-Remote  #LI-AG1

The US national base salary range for this full-time position is $90,000 -$110,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. 

Please note that the compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits. 

You can find further details of our US benefits at https://www.ethoslife.com/careers/