QA Manager

• Own and maintain the QA scorecard for email and call channels. Update it when SOPs or business priorities change.
• Score a minimum of 5 email tickets and 3 calls per agent every week. Consistency is the most important thing every agent should be reviewed on the same standard.
• Identify and escalate Fatals to the relevant Team Lead within 24 hours of discovery. A Fatal is a critical failure that automatically triggers a score deduction.
• Produce a weekly QA report by Monday morning covering individual scores, team averages, trend vs the prior week, and the most common failure patterns.
• Deliver written feedback to agents for every ticket and call reviewed. Scores without context do not change behaviour.
• Run bi-weekly calibration sessions with Team Leads to make sure everyone is scoring on the same standard.
• Work with Team Leads to build coaching plans for agents consistently scoring below 70.
• Flag agents who need a Stage 1 PIP initiation based on QA data and trends.
• Present a monthly QA trend report to the Director with pattern analysis and recommended actions.
• Maintain the QA dashboard and ensure all scores are logged accurately every week.

• 3 to 5 years of experience in a quality assurance or quality management role within a customer support environment.
• Experience working across both email and call channels. You need to understand what good looks like in both.
• Strong written English. The feedback you write to agents has to be specific, actionable, and clearly communicated.
• Comfortable with data you will be identifying trends across large volumes of scored interactions every week.
• Experience building or significantly improving a QA framework or scorecard. Someone who has done it before, not just participated in it.
• Ability to run calibration sessions and bring a group of Team Leads to alignment on scoring standards.
• Comfortable delivering difficult feedback to agents and TLs. QA is only useful if the findings are acted on.
• Familiarity with CRM and ticketing tools. Nysonik experience is a bonus but not required.

• Competitive base salary.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.

Our Commitment:
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.