Manager, Quality Assurance & CSAT

Location

NJ-Clifton

Classification

Full-Time

Job Summary

The Manager, Quality Assurance & CSAT, leads the Quality Assurance function within the Customer Service organization, driving measurable improvements in customer experience, service consistency, and operational performance. This role blends hands-on leadership with strategic influence, using QA insights, customer feedback, and CSAT data to drive improvements across teams, processes, and external partners. This leader sets the tone for quality, building trust, raising the bar, and making sure teams have the coaching, clarity and support they need to success. Just as importantly, they create an environment where people feel comfortable sharing ideas, asking questions, and learning from feedback.

Benefits for those who are scheduled to work less than 20 hours per week include Employee Discount, EAP and Sick Pay. For those scheduled to work between 20 and 29.99 benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, Transit and 401(k) with Company Match. For those scheduled to work 30 hours or more benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, 401(k) with Company Match, Comprehensive Health Benefits (Medical, Dental and Vision), Healthcare and Dependent Care Spending Accounts, Healthcare Spending Account, Disability Benefits, Life Insurance, Transit, and Tuition Reimbursement. All benefits provided are in accordance with the terms of the current plan and may be subject to future change. Benefits may vary depending on location/state regulations. More information can be received by the recruiter or Human Resources.

An employee in this position can expect an annual salary between $85,000 - $95,000 depending on experience, seniority, geographic locations, and other factors permitted by law.

What You Do

• Lead, coach, and develop QA & CSAT Specialists, focusing on growth, performance and creating a team that people want to be part of and collaborate with.
• Facilitate regular calibration sessions (weekly and monthly) to ensure scoring consistency build alignment and encourage open discussion about quality.
• Partner with Customer Service leadership to review customer interaction and identify opportunities for process improvement.
• Work closely with Training and Knowledge Management teams to turn QA and CSAT insights into meaningful learning and coaching for frontline teams.
• Own QA standards, policies, procedures, and documentation, making sure they’re clear, consistent, and useful in practice.
• Analyze QA and CSAT data to identify trends, root causes, and turn insights into actionable opportunities for improvement.
• Deliver clear, data-driven reporting and present insights and recommendations to leadership to improve customer experience and ensure compliance.
• Manage QA/CSAT performance across external vendors, building strong relationships while keeping expectations clear and accountability high. Evaluate and refine survey design and methodology to improve response quality and actionable insights.
• Serve as a subject matter expert on quality and customer experience, working across teams as a trusted approachable partner.
  
  

Knowledge & Experience

• 3 years of customer service experience, including at least 2 leading, developing and supervising teams.
• Proven ability to coach and develop people while maintaining high performance standards.
• Comfortable working with data, able to translate QA/CSAT insights into clear actions.
• Experience with QA frameworks, calibration processes and customer feedback tools.
• Proficiency with contact center platforms and reporting tools (e.g., CRM systems, QA tools, Excel).
• Able to build strong relationships across teams and with external partners.
• Experience working with external vendors or BPO partners preferred.
• Clear, confident communicator who can present to leadership.
• You lead with accountability and approachability, set expectations, but people feel comfortable coming to you.
• Take ownership and follow through; able to remain steady in a fast-moving environment and adjust when priorities shift.
• Easy to work with-collaborative, respectful, and dependable.
• Consistently prioritizes the customers’ experience in decision-making.
• You listen first, ask good questions and bring people into the process.
• Organized, detail-oriented, and able to manage multiple priorities.
• Makes sound, timely decisions, even in ambiguous situations.
• Proactively improve processes and address issues without hesitation.
  
  

This position is based in Clifton, NJ (on-site)