Manager, Quality Assurance

About the Role

The Manager, Quality Assurance plays a critical leadership role within Zenni Optical’s award-winning Customer Support organization. This position ensures alignment, consistency, and continuous improvement across our service delivery by leveraging deep expertise in contact center quality assurance and analytics. Beyond evaluating quality, you will interpret data, identify root causes, and translate insights into clear narratives that guide business decisions. Working collaboratively with cross-functional partners, you will elevate the performance of our large CS Advocate team and help deliver accurate, consistent, and customer-centric support experiences. This role requires strategic thinking, strong leadership, and a commitment to driving high standards across the organization.

Responsibilities:

• Lead, coach, and develop a team of local QA Analysts, providing mentorship, guidance, and performance oversight.
• Conduct ongoing audits and evaluations to monitor quality, strengthen alignment, and reduce variance across the organization.
• Partner with the Global QA Manager to develop, test, and refine QA strategies that align with evolving business priorities.
• Deliver clear, data-driven analyses and trend reporting that identify service-impacting issues, opportunities, and root causes.
• Collaborate with local leadership to ensure QA insights are incorporated into coaching, development, and operational improvements.
• Stay current on Zenni policies and support processes to ensure accurate, consistent, and compliant QA evaluations.
• Identify knowledge gaps and training needs in partnership with the Training & Design team.
• Produce high-quality trend analyses and proactive recommendations to improve customer experience and frontline performance.
• Support the Voice of the Customer program by connecting QA insights to broader business initiatives and tracking outcomes.
• Facilitate calibration sessions to maintain scoring integrity and ensure global alignment in coaching and expectations.
• Stay current on QA methodologies, analytics tools, and emerging technologies to recommend continuous improvement opportunities.

Basic Qualifications:

• 3–5 years of experience leading QA efforts in a high-volume contact center (150+ agents).
• Demonstrated success managing QA Analysts and building high-performing teams grounded in trust and collaboration.
• Strong analytical skills with the ability to convert data into trends, insights, and actionable recommendations.
• Excellent verbal and written communication skills, with confidence presenting to diverse audiences.
• Proven ability to work cross-functionally and build trusted relationships that drive measurable impact.
• Self-starter with the ability to operate independently in a fast-paced, collaborative environment.
• Experience using and managing QA platforms and analytics tools; proficiency with MaestroQA or similar tools is highly valued.
• Passion for improving customer experiences within the eCommerce or customer support space.
• Strong commitment to Zenni’s mission and values.

Preferred Qualifications:

• Professional fluency in Spanish.
• Experience contributing to Voice of the Customer or similar customer insights programs.
• Knowledge of emerging QA technologies, methodologies, and analytics best practices.

Perks & Benefits:

• Annual Bonus Program
• HMO Coverage (Principal): HMO coverage for the employee
• HMO Coverage (Dependents): Coverage for up to 2 dependents 
• Vacation Leave: 20 accrued leave credits per year 
• Sick Leave: 5 sick leave credits per year, non-carryover
• Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
• 13th Month Pay: Equivalent to 1/12 of monthly gross salary multiplied by months worked