A contact in our network has shared an opening for a Manager, Quality Assurance at VXI Global Solutions, a company where people are genuinely passionate and customer-focused. VXI Global Solutions is committed to bringing enthusiasm and dedication to the business, fostering a culture of passion and belief in what they do. This is a remote position, offering the flexibility to work from anywhere in the United States while being part of a vibrant and committed team. The successful candidate will find a company that values growth, ambition, and creating a positive and engaging work environment.

This is a pivotal role for a seasoned quality assurance professional who will serve as the first managerial line of decision-making for all related quality initiatives, activities, and deliverables. You will also be responsible for the management and professional development of a dedicated team for specific client programs. Your role is a blend of strategic oversight and hands-on team leadership, ensuring that quality standards are not only met but consistently exceeded. The ideal candidate will be a leader who can inspire their team, align quality goals with client needs, and drive continuous improvement.

Core Responsibilities and Strategic Leadership

As the Manager of Quality Assurance, you will be a key driver of quality and client satisfaction. Your responsibilities will begin with overseeing the activities of the QA department, ensuring that programs and initiatives are delivered efficiently and are responsive to the needs of individuals, operations, and, most importantly, the client. You will be actively involved in the strategic planning and fiscal management of the department, contributing to the long-term vision and success of the quality function.

A major component of your role will be acting as a crucial liaison between the client and your internal teams. You will receive direct instructions regarding QA needs from the client, communicate those needs to the relevant departments, and then direct the implementation of necessary programs to meet those demands. To maintain transparency and alignment, you will be responsible for updating and sending comprehensive QA reports to the client, covering key metrics such as evaluation and audit results, along with other essential quality details. You will also initiate and lead calibration sessions with clients to ensure a consistent and shared understanding of performance standards.

Beyond client interactions, a significant part of your role is internal team leadership and development. You will be tasked with developing long-term strategies and process improvement initiatives for the Quality group. This will involve conducting constant reviews and needs analyses to identify areas for enhancement. You will manage and develop your team for assigned programs through various methods, including classroom assessments, certification programs, structured coaching, and consultations. You will regularly evaluate the performance of your staff, maintaining objectivity by ensuring that ratings are supported by pertinent documentation, and you will discuss these ratings with employees to foster a better understanding of their performance and areas for growth.

In this leadership role, you will be responsible for keeping your team updated on current issues, new incidents, and client or project updates through regular departmental meetings. You will also be responsible for enforcing discipline among your staff, documenting infractions of company rules by completing Incident Report (IR) Forms and submitting them to the Human Resources Department for processing. You will be expected to perform other duties as assigned, demonstrating flexibility and a commitment to the overall success of the organization.

Essential Skills and Qualifications

To be successful in this position, you must possess a unique blend of technical knowledge and leadership capabilities. A Bachelor’s or College Degree in Education, Communications, Psychology, or Behavioral Science is preferred. You should have at least 3 years of relevant work experience, with a minimum of 1 year in a Quality Supervisor or Manager capacity, preferably within the fast-paced call center industry.

The ideal candidate will also demonstrate a wide range of essential skills and abilities, including strong administration, business acumen, and coaching skills. You must be adept at client interface and possess a core commitment to learning and customer focus. Proficiency in data management, decision-making, and instructional design and evaluation is also crucial. Your ability to lead a team, achieve results, and manage your schedule effectively will be essential. Excellent verbal and written communication skills, along with a high degree of stress tolerance and a natural inclination for teamwork, are also required.

This is a full-time opportunity that offers competitive compensation ranging from $90,000 to $120,000, based on qualifications and experience. If you are an enthusiastic and results-driven professional who thrives in a collaborative environment and is committed to continuous improvement, you will find a rewarding career with VXI Global Solutions.