Quality Assurance & Customer Feedback Manager

Quality Assurance & Customer Feedback Manager

At Petfolk, we believe that exceptional veterinary care and best-in-class customer experiences go hand in hand. The Quality Assurance & Customer Feedback Manager leads Petfolk's quality and feedback programs across the Virtual Care Center, ensuring that every virtual interactionwhether a chat, call, or reviewreflects the same compassion, accuracy, and medical excellence found in our clinics.

This role sits at the intersection of data, empathy, and process, responsible for cultivating a deep understanding of our clients' experiences and transforming that insight into action. They own Petfolk's Quality and Voice of the Customer programs, defining and overseeing how we measure success, identify and surface trends, and communicate progress across the company.

Petfolk is a process-oriented medical organization, and this role is key to balancing that rigor with the soft touch and high EQ that define our brand. The QA & Feedback Manager ensures consistency without losing humanitybringing together structure and sensitivity to elevate both team performance and client trust.

As the company grows, this leader will architect scalable systems that pair human insight with AI-driven QA tools, ensuring our standards of care and service evolve seamlessly with our expansion. Ultimately, they'll help Petfolk stay true to its promise : to deliver compassionate, proactive, and problem-solving support that makes every client feel seen, heard, and cared for every time.

Essential Leadership Duties & Responsibilities :

1. Quality Assurance Program

• Design, build, implement, and manage a next-generation QA program for Petfolk's 55+ agent virtual team across three verticals : Customer Support, TeleAdvice, and Prescription Support.
• Conduct call, chat, SMS, and email audits focused on empathy, compliance, and accuracy.
• Create and maintain QA scorecards, calibration guides, and audit schedules to ensure consistent evaluation standards.
• Conduct call, chat, SMS, and email audits focused on empathy, compliance, and medical accuracy, partnering with medical leadership where needed.
• Partner with Team Leads, Lead Manager, Director, and L&D to translate QA trends into targeted coaching, training updates, and process improvements.
• Lead calibration sessions and build structured feedback loops to align scoring, drive coaching, consistency, and operational improvements.
• Investigate recurring QA issues, perform root cause analysis, and recommend corrective actions.
• Monitor and report QA performance metrics, including calibration accuracy and average QA scores by vertical.
• Translate QA and client feedback insights into learning opportunities by partnering with L&D to evolve training content, coaching priorities, and onboarding programs.
• Develop a roadmap to integrate AI-assisted QA and agent performance monitoring, ensuring alignment with both human and AI-assisted service models.
• Create and publish State of Quality reports summarizing whats being measured, how were performing, and what levers are in motion to improve outcomes.

2. Customer Feedback Strategy

3. Technology, Data, & Insights Leadership

Owned KPIs

1. Quality

2. Voice of Customer

Competencies and Experience :

Travel Required :

Physical Requirements :