Quality Manager

Client is transforming the way restaurants scale and operate in the digital age. Through a suite of delivery-first technology tools and logistics infrastructure, Client empowers food entrepreneurs to reach more customers with less overhead.

Our support team is critical to this mission — ensuring restaurant partners experience fast, clear, and empathetic technical assistance every step of the way.

The Quality Manager is responsible for maintaining and elevating support standards across all communication channels. This role will focus on identifying skill gaps, providing actionable insights, and partnering closely with the Training Manager and Operations Manager to reinforce a culture of critical thinking, tech fluency, and high-touch customer engagement.

DUTIES AND RESPONSIBILITIES

• Lead a team of Sr Quality Analysts and Quality Analysts.
• Conducts quality assurance evaluations (internal audits) for employees to improve the customer experience.
• Provides immediate feedback to employees who incur critical errors.
• Conducts regular feedback to employees regarding their quality audits.
• Spearheads internal and external calibration sessions and provides calibration results.
• Generates weekly, monthly, and quarterly quality audit-related reports, which shall be sent out to Stakeholders.
• Creates, analyzes, and presents reports and insights to stakeholders.
• Helps improve our frontline consultants technical competence through quality evaluations, identifying both strengths and development opportunities.
• Conducts an audit of the auditor.
• Conducts process improvement initiatives.
• Ability to communicate well with stakeholders.
• Performs other duties as assigned.

Required Qualifications & Skills

• Bachelor's/College degree.
• With at least three years of Quality Manager experience.
• Extensive experience in audit and quality management.
• Knowledge of tools, concepts, and methodologies of QA.
• Strong written and verbal English communication skills.
• Experience in developing and maintaining relationships with key internal/external stakeholders.
• Ability to work with deadlines and under pressure with a positive attitude.

Preferred Skills

• Experience in B2B or SaaS support environments
• Familiarity with VoC analysis tools or customer insights platforms
• Ability to present findings in executive-ready formats
• Background in coaching, training, or behavioral analysis

Job Type: Full-time