Explore Quality Assurance Manager, Customer Success jobs and discover a pivotal leadership role at the intersection of customer experience and operational excellence. Professionals in this career function as strategic guardians of service quality, ensuring that customer support interactions consistently meet high standards and build lasting trust. This position is not merely about error detection; it's about architecting and managing a comprehensive quality ecosystem that drives continuous improvement across entire customer success organizations. Typically, a Quality Assurance Manager in Customer Success oversees the design, implementation, and evolution of global QA programs. They lead teams of QA analysts and specialists, often mentoring other leads and fostering a culture of accountability and excellence. A core responsibility involves defining and executing a strategic QA roadmap that aligns with broader customer operations and business objectives. This requires ensuring consistency and high-quality standards across all support channels, whether handled by internal teams or external partners. Day-to-day, these managers analyze QA data to identify trends, root causes of quality issues, and opportunities for enhancement. They champion the adoption and optimization of Quality Management Systems (QMS) and automated QA (AutoQA) tools to scale processes and improve accuracy. Collaboration is a cornerstone of the role; they partner closely with Customer Success leadership, Training, Product, Operations, and Data Analytics teams. Through this cross-functional work, they influence improvements in support workflows, agent training, product features, and the overall customer journey, turning insights into actionable initiatives. The typical skill set for these jobs blends deep operational knowledge with strong leadership and strategic vision. Candidates generally require several years of experience in customer support, quality assurance, or related operations, with a proven track record in people management and developing talent. Expertise in managing QA programs at scale, including across vendor or partner sites, is common. Proficiency with QMS platforms, data analysis, and visualization tools is essential to measure impact and tell a compelling story with data. Successful professionals are highly organized, adaptable, and possess exceptional communication and influence skills to engage stakeholders at all levels, driving organization-wide commitment to quality. For those passionate about elevating customer experience through data-driven leadership, Quality Assurance Manager, Customer Success jobs offer a challenging and impactful career path.
