Quality Manager

Job Summary:

As Gametime’s Quality Manager, you will shape how we deliver world-class support experiences to our fans. You’ll lead and develop a team of Quality Leads while designing systems that measure, monitor, and continuously improve our quality standards. A key part of your role will be leveraging AI-driven tools to scale QA operations, enhance efficiency, and generate actionable insights. Your leadership will ensure that our team consistently delivers customer interactions that reflect Gametime’s values of speed, empathy, and trust.

Key Responsibilities:

• Own and optimize systems, tools, and processes for maintaining and elevating quality standards
  
  
• Manage, coach, and develop a team of Quality Leads to drive performance and engagement
  
  
• Leverage AI-driven tools to scale QA operations, enhance efficiency, generate actionable insights, and explore emerging AI capabilities that improve both agent performance and fan experience.
  
  
• Ensure AI systems are trained, monitored, and optimized to minimize bias and align with Gametime’s brand voice.
  
  
• Perform weekly qualitative and quantitative reviews of QA performance, surfacing trends and opportunities
  
  
• Partner with leadership to establish quality priorities, benchmarks, and business impact metrics
  
  
• Create and maintain standards aligned with customer expectations and business goals
  
  
• Run root-cause analysis to identify knowledge gaps and implement corrective actions
  
  
• Lead regular calibration sessions with stakeholders to ensure alignment and consistency

Key Competencies:

Technical Skills:

• Experience using QA software (MaestroQA a plus) and experienced in AI or automation tools for quality/operations
• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
• Effective written, oral communication, and presentation skills are necessary

Interpersonal Skills:

• Ability to collaborate effectively across teams and communicate with key stakeholders.
• Strong conflict resolution and negotiation skills, with the ability to navigate differing viewpoints and drive consensus
• Skilled in giving and receiving feedback constructively, especially in performance and coaching contexts
• Strong leadership presence with the ability to inspire, motivate, and develop team members
• Empathetic communicator who builds trust and fosters psychological safety
• Comfortable facilitating discussions in large and small group settings, including calibration sessions and stakeholder reviews
• Proven ability to manage up, laterally, and down to align on priorities and quality standards

Problem-Solving and Decision-Making:

• Demonstrates strong critical thinking and decision-making abilities, especially under pressure.
• Proactive in identifying challenges and implementing solutions.

Minimum Qualifications:

• Education: BA/BS, or equivalent experience required
• Experience: 3+ years of experience in a quality role in a contact center environment 
• Other Requirements:
  • 2+ year of direct management experience preferred 
  • Experience implementing AI tooling within customer support, quality, or operations teams
  • Experience with AI/ML tools for QA, speech analytics, or sentiment analysis.
  • Awareness of ethical AI practices, bias mitigation, and responsible deployment

Performance Metrics:

• Increase grading capacity by 50% within 90 days
• Implement AI tooling within 90 days

What We can Offer:

• Flexible PTO
• Competitive salary & equity package
• Monthly Gametime credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Diverse Family-forming benefits through Carrot Fertility
• 401k, HSA, pre-tax savings programs
• Company off-sites and meet-ups
• Wellness programs
• Tenure recognition