Quo

Compensation

Full Description

ABOUT THE ROLE The Senior Quality Assurance & Training Manager will own the strategy, execution, and continuous evolution of quality assurance and training programs that enable high-performing customer support teams across OpenPhone employees and BPO partners. This role is responsible not only for designing and delivering effective training and QA programs, but also for scaling impact through systems, data, and AI-driven innovation. As a senior individual contributor and functional lead, this role will define best practices, pilot new approaches, and serve as a thought partner to CX leadership on how quality, coaching, and learning can evolve as the company scales. This role reports to the Senior Manager of Customer Experience Enablement and works closely with Support Leadership, Product, and Operations. SOME OF THE THINGS YOU’LL DO: Quality Assurance & Performance Enablement * Own the design, execution, and ongoing optimization of the CX Quality Assurance framework across various Customer Support teams. * Lead weekly and monthly QA reviews and recommendations using Zendesk AutoQA and related tools * Analyze all relevant data to surface root causes and performance drivers at the individual, team, and program level. * Partner with Support Managers in calibration and effective, growth-centric coaching * Conduct targeted audits related to product changes or process updates. Training Strategy & Content Development * Lead the end-to-end lifecycle of CX training programs, including onboarding, continuous learning, and change management for product and policy updates. * Design and maintain scalable training assets in collaboration with the Senior Manager, including training content, documented workflows, and job aids * Partner with subject matter experts across Product, Engineering, and Support to ensure content accuracy, relevance, and adoption * Ensure alignment between customer-facing documentation and internal support guidance as the Enablement subject matter expert for the Resource Center and internal knowledge content * Evaluate training effectiveness using data and feedback loops, and iterate programs based on performance outcomes. AI-Driven Innovation & Enablement * Explore, pilot, and operationalize AI-driven solutions to improve quality assurance, coaching, and training effectiveness * Partner with internal stakeholders and vendors to assess emerging tools and technologies that support QA and learning at scale * Translate AI outputs into human-centered workflows that support managers and agents * Collaborate in establishing guardrails, quality standards, and feedback loops to ensure AI-assisted processes enhance—not replace—critical thinking and human judgment Cross-Functional Leadership & Influence * Serve as the functional lead and point of accountability for CX QA and training practices across internal teams and BPO partners. * Collaborate cross-functionally to prepare Support for product launches and operational changes and align on success metrics and readiness criteria * Propose data-backed recommendations to CX and Enablement leadership on investments, priorities, and risks * Champion continuous improvement by highlighting best practices, sharing insights, and mentoring junior training or QA specialists as applicable ABOUT YOU * Proactivity and curiosity to learn Quo’s product, workflows, and customer use cases, with a strong appetite for staying current on new features and changes. * 3 years proven experience designing and leading QA and training programs in a customer support or CX environment, preferably within a scaling or startup context. * 2 years experience reflecting strong analytical skills, with experience translating QA, CSAT, and operational data into actionable insights and recommendations. * 1 year experience with QA and LMS platforms (e.g., Zendesk AutoQA or Klaus, WorkRamp, Notion), with curiosity and adaptability toward new tools and AI-enabled workflows. * Excellent communication and facilitation skills, with the ability to influence without authority and tailor messaging to agents, managers, and leaders. * Highly organized and self-directed, with the ability to balance strategic initiatives with hands-on execution. * Comfort operating in ambiguity and building structure where it does not yet exist. COMPENSATION The annual base salary range for this position in the US is $118,000 - $131,000 USD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US. The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.