Quality Assurance & Customer Feedback Manager 🐾

📌 Employment Type: Full-time
📍 Location: Boca Raton, FL (Preferred) or New York City, NY
🏢 Department: Virtual Care Center
👤 Reports to: Director of Virtual Operations, Virtual Care Center
⏱ FLSA Status: Exempt
💰 Compensation: $65,000 – $85,000 base

Job Summary: 

At Petfolk, we believe that exceptional veterinary care and best-in-class customer experiences go hand in hand. The Quality Assurance & Customer Feedback Manager leads Petfolk’s quality and feedback programs across the Virtual Care Center, ensuring  that every virtual interaction—whether a chat, call, or review—reflects the same compassion, accuracy, and medical excellence found in our clinics.

This role sits at the intersection of data, empathy, and process, responsible for cultivating a deep understanding of our clients’ experiences and transforming that insight into action. They own Petfolk’s Quality and Voice of the Customer programs, defining and overseeing how we measure success, identify and surface trends, and communicate progress across the company.

Petfolk is a process-oriented medical organization, and this role is key to balancing that rigor with the soft touch and high EQ that define our brand. The QA & Feedback Manager ensures consistency without losing humanity—bringing together structure and sensitivity to elevate both team performance and client trust.

As the company grows, this leader will architect scalable systems that pair human insight with AI-driven QA tools, ensuring our standards of care and service evolve seamlessly with our expansion. Ultimately, they’ll help Petfolk stay true to its promise: to deliver compassionate, proactive, and problem-solving support that makes every client feel seen, heard, and cared for every time.

ESSENTIAL LEADERSHIP DUTIES & RESPONSIBILITIES:

1. Quality Assurance Program

• Design, build, implement, and manage a next-generation QA program for Petfolk’s 55+ agent virtual team across three verticals: Customer Support, TeleAdvice, and Prescription Support. 
• Conduct call, chat, SMS, and email audits focused on empathy, compliance, and accuracy
• Create and maintain QA scorecards, calibration guides, and audit schedules to ensure consistent evaluation standards.
• Conduct call, chat, SMS, and email audits focused on empathy, compliance, and medical accuracy, partnering with medical leadership where needed.
• Partner with Team Leads, Lead Manager, Director, and L&D to translate QA trends into targeted coaching, training updates, and process improvements.
• Lead calibration sessions and build structured feedback loops to align scoring,  drive coaching, consistency, and operational improvements.
• Investigate recurring QA issues, perform root cause analysis, and recommend corrective actions.
• Monitor and report QA performance metrics, including calibration accuracy and average QA scores by vertical.
• Translate QA and client feedback insights into learning opportunities by partnering with L&D to evolve training content, coaching priorities, and onboarding programs.
• Develop a roadmap to integrate AI-assisted QA and agent performance monitoring, ensuring alignment with both human and AI-assisted service models.
• Create and publish “State of Quality” reports summarizing what’s being measured, how we’re performing, and what levers are in motion to improve outcomes.

2. Customer Feedback Strategy

• Own Petfolk’s Voice of the Customer strategy, consolidating feedback from NPS, reviews, and sentiment analytics.
• Take over current post-interaction and post-visit surveys and suggest, seek alignment, and implement changes to ensure results feed into actionable insights.
• Identify recurring client pain points and escalate themes to operations, medical, or product leaders for resolution.
• Benchmark Petfolk’s client sentiment and satisfaction scores against industry norms to identify growth opportunities.
• Collaborate with Marketing, Operations, and Medical leadership to ensure feedback results drive measurable improvements.
• Develop and refine systems that capture and synthesize all customer feedback into actionable insights for executive and field leadership.
• Identify focus areas based on data trends and emerging themes; drive prioritization and follow-up planning with key stakeholders.
• Respond to online reviews and client feedback in alignment with Petfolk’s tone and brand standards.
• Partner with Medical and Operations leaders to ensure feedback translates into meaningful, measurable improvements.

3. Technology, Data, & Insights Leadership

• Own the technology stack and data architecture for QA and Voice of Customer systems; partner with engineering and analytics teams on scaling solutions.
• Oversee QA and VoC tools, including feedback management systems and BI dashboards.
• Partner with Analytics and Engineering to develop tagging taxonomies and automate feedback categorization.
• Streamline evaluations and detect trends by implementing AI-enabled Quality Assurance (QA) workflows, upon the business's decision to adopt an AI tool.
• Create and present “State of Quality” reports summarizing trends, wins, and improvement initiatives for leadership.
• Track and communicate progress against key KPIs, including QA accuracy, client sentiment, and resolution improvements.
• Continuously evaluate new tools and methodologies to automate, streamline, and deepen insights.
• Ensure QA and feedback data are easily accessible and understood by stakeholders across the organization.
• Support the executive team with concise, actionable reporting that connects customer feedback trends to business performance.

OWNED KPIs 

1. Quality 

• Maintain QA accuracy and calibration consistency scores
• Client sentiment improvement across virtual teams
• Deliver timely QA results and coaching feedback post interaction review.
• Reduce repeat quality issues or coaching themes quarter over quarter.
• Monitor and report on performance trends across Customer Support, TeleAdvice, and Prescription Support, and report on average QA score per vertical
• % of QA-driven or feedback-driven process improvements implemented
• Customer satisfaction score growth in the virtual ecosystem

2. Voice of Customer

• Measurable improvement in average sentiment score across all virtual channels.
• Response rate within defined SLA targets for all client reviews and escalations.
• Increase satisfaction and loyalty metrics (CSAT and NPS) through targeted quality and service improvements.
• Timeliness of client review responses and escalations based on SLAs
• Reduction in repeat issues and escalations

COMPETENCIES AND EXPERIENCE:

• 5–7 years of experience in Quality Assurance, Customer Experience, or Voice of the Customer leadership, ideally within an omni channel contact-center or healthcare environment.
• Proficiency with CRM and QA systems (Gladly, Zendesk, Verint/Impact 360, Clarabridge, or similar).
• Experience using survey and feedback tools (NPS, Qualtrics, or similar).
• Proven success designing or scaling a QA or VoC program across a 50+ person support organization.
• Experience using data visualization or BI tools (Looker, Tableau, Power BI, or equivalent).
• Strong analytical writing and presentation skills; able to translate data into clear business recommendations for executive audiences. 
• Demonstrated ability to lead cross-functional initiatives, influence stakeholders, and implement process improvements.
• Exceptional attention to detail and ability to manage multiple priorities under tight timelines.
• Deep understanding of client sentiment analytics, call auditing, and NPS methodology.
• Experience with AI-enabled QA or analytics preferred.
• Passion for animals and alignment with Petfolk’s mission of driving medical and customer experience excellence in veterinary care.
• Preferred: Understanding of contact-center KPIs, quality calibration methods, and continuous-improvement frameworks (Six Sigma, Lean, or similar).

TRAVEL REQUIRED:

• Occasional travel, up to 10%, may be required for training, meetings, or project work at Petfolk clinics or headquarters.
• Travel may include short in-person visits to PCC locations to understand workflows and maintain connections with on-site teams.
• All travel will be scheduled in advance and supported through Petfolk’s standard travel processes.

PHYSICAL REQUIREMENTS:

• Ability to remain seated or standing for extended periods while working on a computer.
• Frequent use of hands, wrists, and fingers to operate a keyboard, mouse, and other office equipment.
• Must be able to communicate clearly through phone, video, and written channels.
• Reasonable accommodations will be made for qualified individuals with disabilities to perform essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management.  Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

PetFolk is an equal opportunity employer. It is the policy of the company to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, gender identity or expression, or veteran status.