Quality Assurance Analyst validating mobile and web application quality for AI - powered resource planner at Air Apps. Collaborating cross - functionally to ensure high - performing user experiences.
About the role
- Manager of Customer Service Quality Assurance at Nuvei responsible for leading a data-driven QA program. Focused on customer experience and operational excellence with strategic insight and collaboration.
Responsibilities
- Lead the QA function with a forward‑thinking, analytical, and insights‑driven approach.
- Establish a strategic direction for the quality assurance program.
- Champion the evolution of QA into a holistic, intelligence‑based operational practice.
- Oversee daily QA operations, ensuring consistency and accuracy.
- Work with CX leadership to maintain standards across all customer-facing channels.
- Ensure documentation and process streams remain updated.
- Analyze interaction‑level data for trends and improvement opportunities.
- Consolidate QA insights with CSAT, NPS, and feedback sources.
- Build reporting structures to communicate quality trends.
- Partner with Reliability to translate data into operational enhancements.
- Establish a scalable coaching framework.
- Develop feedback loops for agent development.
- Collaborate with R&A to align training with identified gaps.
- Work with L&D, Reliability, Product, and Contact Center Management.
- Support cross‑departmental initiatives.
- Build frameworks for surfacing systemic issues early.
- Maintain QA procedures, calibration methods, workflows.
- Oversee scheduling, capacity forecasting, and hiring.
- Ensure accurate QA metric reporting.
Requirements
- 3–5 years of experience in an Operations role
- 1-2 years of leadership experience preferred.
- Experience in coaching, supervising, instructing, and/or quality assurance.
- Strong interpersonal, analytical, and communication skills.
- Ability to be tactful, maintain confidence and foster an ethical working environment.
- Proven ability to work successfully under pressure in a dynamic team environment.
- Excellent data analysis & problem-solving skills.
- Strong knowledge of MS Office.
- Strong written and verbal communication skills.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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