QA manager

Job description

Good Sam Enterprises – QA & AI Enablement Manager Department: QA Contact Center Reports To: Director of Sales Operations / Contact Center Leadership Location: Englewood, CO - Hybrid Schedule (3 days a week in office, 2 days a week remote) Overview: The Manager of Quality Assurance is the strategic architect behind the Contact Center’s quality and performance standards. Moving beyond traditional compliance monitoring, this leader is responsible for integrating AI-driven intelligence (Balto) into the daily rhythm of the sales floor. This position oversees the team of AI Quality Analysts and serves as the primary liaison between the Quality department and Sales Leadership. The Manager’s primary goal is to translate "Quality Data" into "Revenue Strategy"—identifying macro-level trends that impact the bottom line and driving the adoption of data-led coaching across the organization. Ideal Candidate: The ideal candidate is a forward-thinking leader with a deep understanding of modern contact center technology and sales psychology. They are not looking to build a "police force" of auditors, but rather a "business intelligence unit" that empowers agents. They possess strong change manageme...