Manager, Quality Audit
AI Summary
Manager, Quality Audit overseeing operations, quality assurance, and client-facing delivery leadership. Leads large teams to ensure SLA/KPI compliance, drives process improvements, and manages client relationships.
About this role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Quality Audit based in United States.
This role sits at the intersection of operations excellence, quality assurance, and client-facing delivery leadership within a high-volume, process-driven environment. You will oversee large-scale teams and ensure consistent achievement of SLAs, KPIs, and compliance standards across complex client engagements. The position requires strong analytical capability, a continuous improvement mindset, and the ability to identify process gaps that impact efficiency and quality. You will play a key role in driving operational performance, reducing errors, and strengthening audit and quality frameworks. Acting as both a leader and strategic partner, you will collaborate with internal teams and clients to resolve issues and implement sustainable solutions. The environment is fast-paced, metrics-driven, and focused on scalability, innovation, and service excellence. This is an opportunity to directly influence operational outcomes and customer satisfaction at scale.
Accountabilities:
- Lead end-to-end operational oversight for assigned client/process portfolios, ensuring delivery against SLAs, KPIs, and quality benchmarks.
- Monitor performance metrics, identify gaps, and implement corrective and preventive action plans to maintain compliance and operational stability.
- Conduct root cause analysis (RCA) for escalations and quality issues, driving long-term process improvements and efficiency gains.
- Manage client relationships, participate in operational reviews, and ensure transparent communication on performance, risks, and resolutions.
- Oversee team productivity, workload distribution, capacity planning, and performance management across large, distributed teams.
- Identify and support new business opportunities, contributing to solution design and cost-effective operational models.
- Drive continuous improvement initiatives, automation opportunities, and best-practice standardization across processes.
- 10–12 years of experience in operations, quality assurance, or process management in a high-volume service delivery environment.
- Proven experience managing large teams (including multi-layer structures) and delivering against SLA-driven client engagements.
- Strong expertise in quality management frameworks, RCA, audit processes, and performance improvement methodologies.
- Excellent communication skills with the ability to manage senior client stakeholders and lead governance discussions.
- Strong analytical, decision-making, and problem-solving skills with attention to detail and process accuracy.
- Experience in capacity planning, productivity management, and operational forecasting.
- Proficiency in MS Office tools (especially Excel) and familiarity with data-driven performance reporting.
- Competitive annual base salary range: $99,000 – $109,000 (USD)
- Full-time, permanent exempt role
- Remote work flexibility across the United States
- Opportunity to work in a fast-growing, innovation-focused operations environment
- Exposure to large-scale client engagements and strategic operational transformation
- Career development opportunities, leadership growth, and skills advancement
- Inclusive, equal-opportunity workplace culture
