Quality Assurance Manager (SDQ)

Position Summary:

The Quality Assurance Manager owns the design, execution, and evolution of the quality framework. This role acts as the primary bridge between internal operations and the client's quality expectations. You will lead a team of specialists to ensure performance remains high, while directly managing the relationship with client POCs to align on standards, calibration, and long-term quality strategy.

Responsibilities:

• Client Partnership: Serve as the main point of contact for client QA teams.
• Lead weekly or monthly business reviews to discuss quality trends, address concerns, and negotiate calibration standards.
• Framework Development: Build and refine the evaluation forms, logic, and scoring systems that define what a "good" interaction looks like for each specific client.
• Team Leadership: Hire, train, and mentor QA Supervisors and Specialists. You are responsible for their professional growth and the accuracy of their output.
• Data Synthesis: Transform raw scores into actionable insights. You will identify the root causes of performance dips and present these findings to both internal leadership and the client.
• Operational Calibration: Lead regular calibration sessions between the QA team, Operations, and the client to ensure everyone is grading against the same rubric.
• Process Auditing: Conduct regular audits of the internal QA process to ensure the team remains objective and compliant with both company and client policies.

Required Skills/Abilities:

• Strategic Communication: The ability to efficiently explain complex data trends to clients and C-Suite executives.
• Analytical Mindset: Proficient in using Excel or Google Sheets to identify patterns, create dashboards, and forecast quality trends.
• Conflict Resolution: Experience navigating disagreements during calibration sessions, especially when defending internal scores to a client POC.
• Project Management: Ability to manage multiple clients and deadlines simultaneously while keeping the team focused on high-priority tasks.
• Leadership: A proven track record of coaching team members into higher-level roles

Education and Experience:

• Minimum of 2 years in a Quality Assurance leadership role (Manager, Coordinator, or equivalent).
• At least 1 year of experience working with Healthcare clients. Within the BPO industry.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.