Senior Program Manager, Quality Assurance

Establish and implement a quality playbook that measurably engages the organization in our support framework, generates key timelines for process development, and inspires broad adoption

Set key performance indicators for quality assurance teams to measure their work and ensure we are progressing in accordance with our quality playbook

Lead and facilitate calibration sessions with the cross-functional team to drive consistency and adherence to quality standards

Prepare and present a monthly executive summary report on the state of interaction quality and proposed improvements

Work closely with leadership and cross-functional partners to ensure training, processes, and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers

Advocate for the customer and team with recommendations for automation, fixing long-term customer issues to reduce ticketing volume and improve customer and employee satisfaction