Quality Assurance Manager - People First Call Center

Join us on a journey of endless possibilities 

At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. 

With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter. 

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best. 

Quality Assurance Manager | Onsite - Tallahassee, FL

About the role

We’re seeking a hands-on Quality Assurance Manager to lead a small team responsible for evaluating and improving service and business processes supporting the People First Call Center.

This role oversees a rigorous quality assurance program across all service centers providing services for the People First Call Center. You’ll audit customer service interactions, business processes, and knowledge management system (KMS) content; identify gaps and improvement opportunities; and work with operational partners to strengthen consistency, accuracy, and the customer experience. You’ll also manage and develop QA analysts while maintaining appropriate independence from day-to-day call center operations.

Key responsibilities

• Lead and support a team of at least two QA analysts, including setting priorities, reviewing work, coaching, and providing performance feedback.
• Develop, maintain, and continuously improve a structured QA program for service provider oversight and customer service support.
• Audit and evaluate business processes, customer service practices, and KMS content across all service centers providing services for the People First Call Center.
• Establish clear evaluation criteria, sampling approaches, documentation standards, and reporting practices.
• Analyze audit results and trends to identify recurring errors, process weaknesses, training needs, and customer experience issues.
• Communicate findings and recommendations to appropriate operational and client stakeholders.
• Partner with service center leadership, training, operations, and knowledge management teams to support corrective actions and continuous improvement.
• Identify processes that need to be documented or updated and coordinate their development with process owners.
• Review KMS materials for accuracy, completeness, usability, and alignment with approved procedures.
• Track corrective actions and follow up to assess whether changes address identified issues.
• Recommend practical improvements informed by relevant quality assurance and customer service practices.
• Maintain organized audit records, trend reports, and supporting documentation.
• Protect confidential customer and program information in accordance with applicable policies and contract requirements.

Qualifications

• Bachelor’s degree in business, communications, public administration, or a related field; equivalent relevant experience may be considered.
• At least five years of experience in quality assurance, quality monitoring, process improvement, or customer service operations.
• At least two years of experience leading, coaching, or coordinating the work of others.
• Experience auditing call center or customer service interactions and evaluating operational processes.
• Demonstrated ability to develop or improve QA criteria, scorecards, audit workflows, and reporting.
• Strong analytical skills, including the ability to identify patterns and turn findings into practical recommendations.
• Excellent written and verbal communication skills.
• Strong organization and follow-through, including the ability to manage findings and corrective actions across multiple teams.
• Proficiency with standard office and reporting tools.

Preferred qualifications

• Experience supporting a large customer service operation.
• Familiarity with knowledge management systems and controlled documentation.
• Experience with call center quality platforms, performance metrics, or root cause analysis.
• Familiarity with continuous improvement methods such as Lean, Six Sigma, or similar approaches.

What success looks like

• QA reviews are consistent, well-documented, and useful to operational teams.
• Findings identify meaningful trends and lead to tracked corrective actions.
• Business processes and KMS content are accurate, complete, and updated as needs change.
• QA analysts receive clear direction, coaching, and development.
• Quality insights support improved service consistency and customer experience across service centers.

At Strada, our values guide everything we do: 

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed. 
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right. 
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more. 
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions. 
• Care About Our Work and Our People – We understand that what we do impacts millions, and we have a responsibility to get it right. 

Benefits 

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more. 

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process. 

Our commitment to Diversity and Inclusion 

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success. 

Diversity Policy Statement 

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country 

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada. 

Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers. 

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:

$0.00 - $0.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.