Manager, Cx Quality

Ethoslife

Remote
Base: $90,000 - $110,000; bonus/equity: not specif...
Fully remote
Customer support quality assurance
Training program development
Complaints management process
Ethoslife is seeking a Customer Experience Quality Assurance Manager to lead initiatives that enhance the quality of customer support and training within their remote organization. The ideal candidate will possess strong management skills, a deep understanding of customer support operations, and a commitment to continuous improvement

Job Summary

  • Lead initiatives that drive continuous improvement across our support organization, overseeing Quality Assurance, Training, and Complaints Management functions.
  • 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.
  • Identify and implement AI-driven solutions to scale support quality and efficiency, and provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness.

Matching Summary

Match Score: 85

Ethoslife is seeking a Customer Experience Quality Assurance Manager to lead initiatives that enhance the quality of customer support and training within their remote organization. The ideal candidate will possess strong management skills, a deep understanding of customer support operations, and a commitment to continuous improvement.

Salary

Base: $90,000 - $110,000; Bonus/Equity: Not specified; Benefits: Applicable bonus, equity, or benefits

Skills & Requirements

Must-have

  • Customer support quality assurance
  • Training program development
  • Complaints management process
  • Root cause analysis
  • Cross-functional collaboration
  • AI-driven support solutions

Nice-to-have

  • Continuous improvement mindset
  • Inspire high-performing teams
  • Spanish fluency
  • Global support team experience

Key Requirements

  • 5+ years customer support/CX experience
  • 2+ years managing training or quality teams
  • Proven people management experience
  • Experience in regulated industries or insurance is a plus

Work Rights

Not specified

Tailored Resume

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