Quality Assurance Manager - NA Customer Care

The Quality Assurance (QA) Manager for North America Customer Care is responsible for leading the strategy, governance, and execution of all Quality Assurance processes across Customer Care contact channels. This role ensures consistent delivery of a worldclass customer experience by defining quality standards, monitoring performance, enabling operational improvement, and driving alignment between Customer Experience (CX), Customer Care Operations, and key supplier partners.

The QA Manager oversees the endtoend quality ecosystem-quality form development, calibration routines, survey design, speech/text analytics monitoring, and correlation of quality attributes to customer satisfaction outcomes. The role also serves as the steward of the North America NSAT survey structure, ensuring global alignment, methodological integrity, and actionable insights.

Additionally, the QA Manager leads several emerging and enterprisecritical functions, including:

1. Management and coordination of call listening procurement, curation, and delivery for "From the Headset" leadership reviews and all ad hoc leadership listening requests.
2. Integration of Qualtrics Intelligent Monitoring leadingindicator insights into everyday operations, with regular reporting to Mopar Leadership.
3. Deepdive analysis of escalations and emerging issue patterns to drive systemic corrective actions and measure longterm outcome prevention.
4. Providing subjectmatter leadership in the development, training, and quality monitoring of GenAI tools as they scale within Customer Care.

Key Responsibilities:

Quality Program Leadership:

• Lead the design, development, and ongoing refinement of QA assessment forms, scoring structures, and evaluation guidelines.
• Oversee administration of all QA processes, including calibration sessions, monitoring cycles, and crossfunctional review sessions.
• Ensure alignment of QA methodology with global Stellantis standards and North America NSAT survey requirements.
• Provide analytics and insights to translate QA and NSAT results into tangible agentbehavior improvements and operational enhancements.

Call Listening Procurement, Curation & Executive Review Support:

• Direct and manage all calllistening procurement activities and curate audio selections for "From the Headset" leadership reviews.
• Respond to ad hoc requests for targeted or random call listening, ensuring rapid identification of representative customer interactions.
• Partner with leadership to frame key calllistening themes, performance gaps, and improvement opportunities.

Qualtrics Intelligent Monitoring Integration:

• Lead the integration of Qualtrics Intelligent Monitoring into all QA and operational reporting routines.
• Build leadingindicator dashboards, analyses, and insights to identify emerging risks and performance trends.
• Deliver regular reporting and insights to Mopar Leadership, tying Intelligent Monitoring outcomes to customer experience strategies.

Escalation DeepDive & Emerging Issue Prevention:

• Conduct detailed rootcause reviews of escalations, highimpact complaints, and emerging issue patterns across channels.
• Partner with Operations, Training, Knowledge, and Process Development to create closedloop corrective action plans.
• Establish measurable objectives to track and validate prevention of repeat issues, ensuring longterm systemic improvement.

GenAI Tools Development & Quality Governance:

• Play a key role in defining quality criteria for GenAIenabled customer interactions as the ecosystem evolves.
• Partner with ICT, Process Development, and CX teams to evaluate GenAI outputs, refine behavior models, and ensure accuracy and compliance.
• Develop a framework for GenAI quality monitoring, incorporating fairness, consistency, and continuous learning.

CrossFunctional Collaboration & Continuous Improvement:

• Partner with ICT to design and implement new business process optimization tools, automation enhancements, and AIdriven monitoring capabilities.
• Utilize speech and text analytics to expand automated transaction monitoring, significantly increasing contact coverage and insight generation.
• Provide resultsdriven recommendations for training, onboarding, coaching, team huddles, and CI initiatives.
• Benchmark Stellantis teams and external bestinclass organizations to advance QA maturity.

Communication & Reporting:

• Deliver clear, concise communication of QA findings, NSAT results, speech/text analytics insights, and operational risks to key stakeholders.
• Present trends, opportunities, and readiness assessments to Customer Care leadership and crossfunctional business partners.
• Maintain structured and timely reporting routines that enable datadriven decisionmaking at all levels.

Basic Qualifications

• Bachelor's degree
• Excellent organizational, written, and verbal communication skills
• Demonstrated experience in business process optimization
• Strong ability to analyze quality and operational performance metrics
• Ability to communicate problemsolving concepts visually and verbally across all organizational levels
• Previous performance management or operational leadership experience
• Ability to collaborate effectively across leadership, operational, and crossfunctional teams
• Proficiency in Microsoft Teams, Outlook, PowerPoint, Excel, and other Microsoft applications
• Minimum of 5-8 years of call center or business-related experience
• Minimum 5-8 years of experience in Quality Assurance

Preferred Qualifications

• Experience in customer service, customer relations, or contact center operations
• Certification in project management and/or data analytics
• Demonstrated ability to coach, mentor, or develop team members
• Experience managing supplier performance and quality outcomes
• Proficiency with call center technologies, Salesforce, Power BI dashboards, and speech/text analytics tools