Call Center Quality Assurance Manager (Sales & Service)

Quality Assurance Manager

The Quality Assurance Manager is an individual contributor 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 :

• Evolve and Scale the Sales & Service QA Framework
• Identify & Test Sales Quality Markers
• Leverage Customer & Agent Insights and Performance
• Partner Cross-Functionally
• Define & Track Success Metrics
• Drive Continuous Improvement

Success in This Role Means :

Qualifications :

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. 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.