Senior Manager, Quality Assurance

Make your impact in a growing fintech company

BILL is transforming how small and midsize businesses manage their financial operations. We are seeking a Senior Manager, Quality Assurance to lead the evolution of our quality assurance (QA) program from manual and reactive to data-driven and strategic. This role is responsible for scaling QA operations, using technology and analytics to enhance agent performance, and ensuring a consistent, high-quality customer experience across our in-house and third-party BPO teams. The ideal candidate has extensive contact center QA leadership experience, proven success managing high-performing teams, and the ability to use data and technology to drive measurable business outcomes.

🔑 Key Responsibilities

Strategic Program Development and Scaling

• Design, implement, and scale a global QA framework aligned to our vision of shifting from a cost center to a value center.
• Develop a comprehensive quality scorecard measuring both compliance and a representative’s ability to convey the customer’s business and product value.
• Integrate QA data with Learning and Development to enable a continuous improvement loop.

BPO Governance and Partnership

• Serve as the primary point of contact for quality discussions with BPO partners.
• Establish and maintain a governance framework, holding regular business reviews to evaluate trends, share insights, and co-create improvement plans.
• Ensure partners meet quality standards and contractual requirements, implementing performance management plans when necessary.

Data and Technology Leadership

• Drive adoption of AI-powered conversation analytics to automate and enhance QA.
• Partner with analytics teams to leverage tools such as Tableau and Power BI to uncover performance trends and identify root causes of customer pain points.
• Translate complex data insights into actionable strategies that improve performance and customer satisfaction.

Team Leadership and Development

• Lead, mentor, and develop a team of QA supervisors and analysts, fostering a culture of accountability and excellence.
• Ensure the team has tools, coaching, and resources to succeed in a data-driven environment.
• Collaborate with Learning to create training informed by QA insights and tailored to representative needs.

🗣️ We’d love to chat if you have:

• Bachelor’s degree in a relevant field (Master’s a plus)
• 7+ years in a contact center, including 5+ years in QA leadership
• Proven experience scaling QA programs with global BPO partners, governance frameworks, and measurable results
• Experience evaluating contact center/process quality and implementing QA scorecards and calibration processes
• Proficiency with data analysis and BI tools (e.g., Tableau, Power BI) for building and interpreting dashboards
• Experience with quality management software; AI/ML conversational analytics experience a plus

✨ Preferred Qualifications:

• Exceptional leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels
• Proven success leading change, building strategic plans, and executing tactical initiatives in a fast-paced environment
• Ability to articulate a vision for quality that aligns with business goals and delivers measurable ROI
• Passion for delivering excellent customer experiences and fostering a culture of quality
• Agile and adaptable in navigating evolving business priorities
• Proactive, consultative, and able to identify and act on opportunities to improve customer experience

This Draper, UT-based hybrid role requires in-office work (Mon, Tues, Thurs). Candidates must be U.S. work authorized with no current or future sponsorship needs and live within 45 miles of Draper or relocate by the start date. Fully remote work is not available for this position.

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