Call Center Quality Assurance Manager (Sales & Service)

Company Overview

Job Overview

The Quality Assurance Manager is an individual contributors role that safeguards both sales and service quality, ensuring every interaction strengthens customer trust, improves conversion, and drives long-term retention. This role defines what quality looks like in customer and sales conversations, identifies the markers of success, and ensures learnings are prioritized, tested, and translated into coaching, enablement, and cross-functional strategies.

Acting as both a guardian of quality and a builder of the QA function, this leader will partner closely with Enablement, Customer Success, Sales, QMS, Analytics, and Continuous Improvement to create feedback loops that fuel agent performance and customer outcomes. The role also plays a pivotal part in establishing the foundation for a scalable Quality Center of Excellence.

Responsibilities

(Must have Quality Assurance Management experience supporting Call Center Sales and Service)

Evolve and Scale the Sales & Service QA Framework

• Own and manage the QA framework to establish and continuously refine the quality standards for Concierge sales and service interactions.
• Ensure QMS tracking and reporting align with both customer experience and conversion strategies.
• Build alignment around quality standards and ensure consistent application across business units
• Establish foundational processes, pilots, and calibration models to build a scalable QA organization.
• Partner with Continuous Improvement to document learnings and evolve toward a Quality Center of Excellence.

Identify & Test Sales Quality Markers

• Define the key behaviors, process markers, and conversation drivers that lead to successful sales and service outcomes.
• Use data-driven approaches to test and prioritize what works vs. what doesn’t, ensuring findings are actioned through coaching, playbooks, and enablement.
• Prioritize incorporating high-impact behaviors in all levels of on-boarding, training, and coaching by partnering with cross-functional leaders
• Define red-flag behaviors and other failure conditions and establish procedures of coaching and escalations

Leverage Customer & Agent Insights and Performance

• Use QA reviews, customer feedback, and VOC data to capture what customers are saying to formulate solutions to top-driving pain points
• Ensure calls consistently deliver high-quality service that builds trust and confidence.
• Provide feedback loops to Enablement, Customer Success, and Sales teams to refine coaching, training, and messaging.

Partner Cross-Functionally

• Collaborate with Enablement, Training, Customer Success, Analytics, VOC, BPO leadership, and Continuous Improvement to ensure that quality standards are embedded throughout the customer journey
• Serve as the connector between insights and strategy, ensuring improvements are scaled across the business.
• Provide continuous feedback around process misalignment, gaps, or product issues to mitigate risk

Define & Track Success Metrics

• Develop KPIs such as lead quality uplift, sales conversion drivers, compliance adherence, coaching effectiveness, and customer satisfaction.
• Establish clear guidelines and metrics for SLA adherence for QA-flagged issues and coaching requirements
• Deliver actionable reporting that enables leaders to course-correct and drive performance.

Drive Continuous Improvement

• Champion a culture of accountability, quality, and customer focus.
• Identify systemic improvement opportunities and ensure insights shape long-term business strategy.
• Develop methodology and criteria for prioritization and execution of opportunity areas

Success in This Role Means

• Concierge agents consistently deliver high-quality customer and sales interactions.
• Sales process markers are clearly defined, tested, and tied to improved conversion outcomes.
• QA insights directly shape program strategies
• Customers experience greater trust, confidence, and satisfaction.
• A scalable QA function is established and ready to evolve into a Quality Center of Excellence.

Qualifications

• Proven experience in Quality Assurance leadership, with strong focus on sales and customer experience.
• Deep understanding of sales processes, quality frameworks, and customer experience drivers.
• Ability to identify and validate sales behaviors that drive conversion and retention.
• Strong record of leveraging customer insights and QA reporting to influence strategy and outcomes.
• Experience collaborating with Enablement, Sales, and Customer Success to improve agent performance.
• Track record of building or scaling new functions or teams preferred.
• Excellent cross-functional influence, analytical, and communication skills.
• Ability to travel 25% of the time

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Southern California: 159,000 - 215,000