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Quality Assurance Manager Customer Service Jobs (NOW HIRING)

Caraway

QA Manager, Customer Experience

Manhattan, NY · On-site +1

$95K - $105K/yr

... exceptional customer experiences. * Manage, coach, and develop our Senior QA Associate, while ... From meal services to gym memberships to monthly massages, we want our team to have the flexibility ...

Sotera Health

Quality Assurance Manager

Marion, OH · On-site

The QA Manager maintains responsibility for all aspects connected with compliance, including the ... customer service initiatives. * Interacts with all functions within the plant. * Provides all ...

Marmon

Quality Assurance Manager

Ashland, OH · On-site

Summary The Quality Assurance Manager plans, coordinates, and directs the company's quality ... Provide timely updates to the Plant Manager and Customer Service Manager regarding quality ...

Soni Resources

QA Manager

Conshohocken, PA · On-site

$165K/yr

We are seeking an experienced QA Manager to lead quality assurance efforts in a player-coach environment , combining hands-on automation work with team leadership. This role will oversee end-to-end ...

Albertsons

Quality Assurance Manager

Bellevue, WA · On-site

Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service ... QUALITY ASSURANCE MANAGER Dairy Manufacturing Facility | FDA Grade-A regulated food manufacturing ...

ARS

Quality Assurance Manager

Bradenton, FL

$50K - $60K/yr

Learn more at www.myarsrewards.com The Quality Assurance Manager is responsible for leading the ... You'll work cross-functionally with operations, sales, and customer service teams to improve the ...

TruRoots

Quality Assurance Manager

Chico, CA · On-site

$90K - $105K/yr

This position ensures compliance with corporate quality standards, customer requirements, and all ... The QA Manager provides daily leadership to the Quality team and serves as the site's technical ...

Markon

QA Manager

Washington, DC

$105K - $125K/yr

The Facility/QA Manager will be responsible for assigned projects from project inception through ... Highly skilled in customer service and diverse stakeholder engagement. * CFM, BOMI, IFMA, or ...

ABW Technologies

Quality Assurance Manager

Seattle, WA · On-site

$90K - $140K/yr

This position ensures product quality, regulatory compliance, customer satisfaction, and operational effectiveness within a manufacturing and/or aerospace environment. The Quality Assurance Manager ...

Aerotek

Quality Assurance Manager

Cleveland, OH

Ensure compliance with customer requirements, internal standards, and documented quality procedures ... About Aerotek Aerotek ® Inc. provides staffing and services solutions in manufacturing, logistics ...

Biolyph Llc

Quality Assurance Manager

Chaska, MN · On-site

$95K - $124K/yr

The Quality Assurance Manager is responsible for the execution, oversight, and continuous ... Service Company located in Chaska, Minnesota. BIOLYPH has maintained a workforce that is ...

ENTEK

Quality Assurance Manager

Terre Haute, IN · On-site

$120K - $135K/yr

ENTEK is excited to welcome a Quality Assurance Manager to our team in Terre Haute, Indiana. If you ... You'll help ensure customer expectations are met while driving operational excellence, process ...

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Quality Assurance Manager Customer Service information

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How much do quality assurance manager customer service jobs pay per year?

As of Aug 6, 2026, the average yearly pay for quality assurance manager customer service in the United States is $118,074.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,000.00 and $144,500.00 per year, depending on experience, location, and employer.

How does a quality assurance manager in customer service typically collaborate with frontline support teams to improve service quality?

A Quality Assurance Manager in Customer Service works closely with frontline support teams by regularly reviewing customer interactions, providing feedback, and facilitating training sessions to address areas of improvement. They often hold calibration meetings with team leads and agents to ensure everyone understands quality standards and expectations. This collaborative process helps foster a culture of continuous improvement, encourages open communication, and ensures that customer service representatives are well-equipped to deliver exceptional service. Additionally, QA Managers may implement performance metrics and share insights with both agents and management to drive data-informed decisions.

How much does a quality assurance manager customer service earn?

A Quality Assurance Manager in customer service typically earns between $50,000 and $85,000 annually, depending on experience, location, and company size. Salaries may also include benefits such as bonuses, health insurance, and paid time off, with higher earnings often associated with certifications and leadership responsibilities.

What does a quality assurance manager in customer service do?

A Quality Assurance Manager in Customer Service is responsible for monitoring and improving the quality of customer interactions within a company. They develop and implement standards and processes to ensure that customer service representatives provide excellent service, resolve issues efficiently, and comply with company policies. This role often involves conducting call or chat reviews, providing feedback and training to staff, analyzing customer service data, and working closely with other managers to enhance customer satisfaction.

What is the difference between Quality Assurance Manager Customer Service vs Customer Service Supervisor?

AspectQuality Assurance Manager Customer ServiceCustomer Service Supervisor
Primary FocusEnsuring quality standards in customer service processesOverseeing daily customer service team operations
ResponsibilitiesDeveloping quality protocols, auditing interactions, training staff on qualityManaging staff, resolving escalations, scheduling
Required CredentialsExperience in quality assurance, customer service, certifications like Six SigmaCustomer service experience, leadership skills, sometimes certifications
Work EnvironmentOffice-based, quality assurance teams, cross-department collaborationCall centers, customer service departments, retail stores

The main difference is that the Quality Assurance Manager Customer Service focuses on maintaining and improving service quality through audits and protocols, while the Customer Service Supervisor manages daily team operations and direct customer interactions. Both roles require customer service experience, but the QA manager emphasizes process improvement and standards, whereas the supervisor emphasizes team management and customer issue resolution.

What are the key skills and qualifications needed to thrive as a quality assurance manager in customer service?

To thrive as a Quality Assurance Manager in Customer Service, you need expertise in quality management principles, process improvement, and a background in customer service, often supported by a relevant bachelor's degree. Familiarity with QA software, CRM systems, and certifications like Six Sigma or ISO 9001 are typically valuable for this role. Strong analytical skills, attention to detail, effective communication, and leadership are crucial soft skills that set top performers apart. These skills ensure consistent service quality, drive team performance, and help organizations deliver exceptional customer experiences.
More about Quality Assurance Manager Customer Service jobs
What cities are hiring for Quality Assurance Manager Customer Service jobs? Cities with the most Quality Assurance Manager Customer Service job openings:
What states have the most Quality Assurance Manager Customer Service jobs? States with the most job openings for Quality Assurance Manager Customer Service jobs include:
What job categories do people searching Quality Assurance Manager Customer Service jobs look for? The top searched job categories for Quality Assurance Manager Customer Service jobs are:
Quality Assurance Manager Customer Service jobs near you
Infographic showing various Quality Assurance Manager Customer Service job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $118,074 per year, or $56.8 per hour.

QA Manager, Customer Experience

Caraway

Manhattan, NY • On-site, Remote

$95K - $105K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 16 days ago

Job description

The Opportunity
Caraway's QA function is being rebuilt from zero: no platform, no rubric, no historical data. We're looking for a QA Manager to build and scale our program, starting with agent-level QA across our in-house team and BPO partners, then expanding into process/policy QA and AI quality diagnostics. This role will design, launch, and scale a modern QA program, then expand into process/policy QA, and ultimately into QA for our AI-assisted and AI-generated customer interactions.
The mission: move QA from "grading tickets" to predicting CX issues before they hit customers, measuring real-world impact, and driving continuous improvement across people, tools, and processes. This role sits at the intersection of CX strategy, data, training, AI, and operations, and reports directly to the Director of CX as a thought partner, not just a scorekeeper.
This isn't a maintenance role. It's a build-it, shape-it, scale-it opportunity. You'll define what "great CX quality" actually means at Caraway, making it measurable, repeatable, and impossible to ignore. If you believe QA should prevent fires, not just document them, you'll feel very at home here.
Responsibilities:
  • Lead and continuously evolve Caraway's Quality Assurance program across our in-house team and BPO partners, building scalable processes that drive exceptional customer experiences.
  • Manage, coach, and develop our Senior QA Associate, while partnering with our Senior CX Manager to ensure consistent quality standards, effective coaching, and ongoing performance improvement.
  • Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that drive consistency, accountability, and continuous improvement.
  • Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and deliver actionable recommendations to CX leadership and cross-functional partners.
  • Partner closely with our Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content remain accurate, customer-first, and aligned with company policies.
  • Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic.
  • Ensure a consistent Caraway experience across all customer touchpoints by auditing interactions across internal teams, BPO partners, marketplaces, and third-party support channels for quality, compliance, and brand voice.
  • Partner with CX leadership to review and improve customer-facing policies, macros, and workflows, ensuring they scale quality, enable agents, and support operational excellence.
  • Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization.
  • Champion a culture of quality, curiosity, and customer advocacy by using Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.
Knowledge, Skills & Proficiencies:
  • 4-6+ years in CX Quality, QA, or CX Operations, including 3+ years leading a QA program
  • Experience building a QA function from scratch, not just optimizing an existing one
  • Strong analytical skills and hands-on (or fast-learning) experience auditing AI/automation workflows
  • Proven ability to influence cross-functionally without authority
  • Nice to haves: Agent Assist, Siena and Kustomer

The anticipated base salary for this role ranges between $95,000 - $105,000. Final compensation will depend on a variety of factors determining the base pay at offer, including but not limited to: skills, qualifications, and experience.
Life at Caraway:
Who We Are:
Caraway is a home goods brand on a mission to craft well-designed, non-toxic essentials that thoughtfully raises the standards of what you cook with. We're passionate about creating elevated products, made without forever chemicals, that are better for you, your family, and the planet. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process emits less CO2 than traditional non-stick coatings, and we use sustainable packaging practices and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better-for you and the planet-in every step of the process.
Since launching in November 2019, we've become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers including Target, Bloomingdale's, Crate & Barrel, The Container Store, Costco, Zola, and many more.
We've amassed over 200,000+ five-star reviews from more than 2.5M+ happy customers and thousands of press hits from the likes of Vogue, Domino, Good Housekeeping, Food & Wine, Architectural Digest, PureWow, Fortune, and CNN.
Team: You will be joining a passionate and collaborative fully-remote team that prides itself on high-quality work, supporting one another, sharing our successes, and building a brand we truly love, together.
Culture: At Caraway, we value continuous learning and career growth. We strive to continually optimize our processes, ensuring that we're thoughtful in everything we do, both internally and externally. We listen to our employees, celebrate our wins, and constantly look for ways to be better for our team, and the world.
Workplace: Being a fully-remote company, we have no headquarters and are truly distributed across the country. Our leadership team sits on both the East and West Coast and we have folks in a variety of states. We offer a monthly stipend towards co-working space should folks need to switch up their working environment every now and then.
Benefits: We value you and your family. With this in mind, full-time eligible employees are provided:
  • Equity: We believe in our product and that the sky's the limit for where our business is going. You are an asset to Caraway's success and we think you should be rewarded for it.
  • 401k: A 3% company match to help you plan for for your future
  • Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions + access to FSA/HSA/Dependent Care FSA's
  • Parental Leave: Up to 12 weeks of fully paid parental leave, depending on tenure, and access to additional fertility care services via KindBody
  • A Setup that works for you: From MacBook to PC, we've got you covered. Let us know what you prefer and we'll get your at-home set up stocked!
  • Elevate your Workspace: Annual reimbursements for you to elevate your workspace, from standing desks to desktop succulents, you got it!
  • Fully Remote: Need to pick up the kids? No problem. Have a doctor's appointment? Enjoy! Flexibility when you need it most.
  • Coworking Reimbursement: Need a break from the home setting? Monthly reimbursements for you to get out of the house and work from anywhere. From day passes, to monthly memberships, the world is your oyster, we mean office.
  • Events + Swag: Connection is top of mind (Yes, even in our completely remote environment). We have monthly virtual events, company wide offsites, and many opportunities for new Caraway swag!
  • Leveling Up with Caraway: In addition to exciting opportunities and exposure in your day-to-day work, we offer annual reimbursements to full-time employees to support their professional development aspirations!
  • #AwayFromCaraway: We believe healthy, happy humans do better work. We offer unlimited PTO in addition to our 11+ paid annual holidays and quarterly wellness days.
  • Wellness Reimbursement: Monthly reimbursements for you to stay well. From meal services to gym memberships to monthly massages, we want our team to have the flexibility to choose what wellness means for them.
  • Employee Discount: We provide an employee discount on all Caraway Home products so you can continue to level up your kitchen and home life, too!
  • Home Upgrade(s): Complimentary product as a new hire + continuous to expand your Caraway Home collection.

Caraway is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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