Manager, QA & Speech Analytics

Overview

Manager, QA & Speech Analytics

📍 Naperville, IL (Hybrid: T–Th in office, M/F remote)

💼 $79,000–$111,000 base + 12–15% annual bonus (individual + company performance)+ Comprehensive Benefits

Reports to: Director, Contact Center Operations

Team: Direct leadership over internal QA analysts + ~20 vendor QA resources

Work Authorization: Must be authorized to work in the U.S. without sponsorship

Are you passionate about elevating customer experiences and driving operational excellence? A leading national home solutions provider is seeking a Manager, QA & Speech Analytics to shape and optimize the quality assurance function within a high-performing contact center.

This role is ideal for a strategic leader who thrives on turning insights into action. You’ll oversee internal QA teams, manage vendor partnerships, and leverage advanced speech analytics tools to improve compliance, service, coaching, and customer satisfaction. Reporting to the Director of Contact Center Operations, you will play a key leadership role by managing a team of analysts, overseeing vendor partners, and leveraging AI-powered analytics to enhance both customer satisfaction and business performance.

What You’ll Do

• Lead and develop QA analysts and vendor teams by coaching, managing performance, and ensuring consistent evaluation standards.
• Implement and optimize speech analytics platforms to scan customer interactions at scale, uncovering trends, risks, coaching opportunities, and customer sentiment.
• Establish and refine QA policies, monitoring frameworks, and compliance standards so that all interactions meet internal, client, and regulatory requirements.
• Set the standards for great service by defining what an excellent customer interaction looks like and ensuring agents consistently deliver on that standard.
• Partner with training, operations, legal, and compliance teams to identify and close performance gaps, ensuring employees are supported and customers are protected.
• Deliver clear, actionable reporting to leadership on QA performance, customer insights, and emerging trends that impact the business.
• Coach and support frontline teams by identifying skill gaps and contributing to targeted training and development programs.
• Protect the business by ensuring customer calls and scripts follow all regulatory guidelines, reducing compliance risk.
• Drive innovation in QA processes, tools, and methodologies by constantly seeking new ways to scale monitoring and improve efficiency.
• Foster collaboration across functions to improve customer satisfaction and operational performance while creating alignment across teams.

What We’re Looking For

• 3–5 years of QA leadership experience in a contact center environment.
• Proven track record with speech analytics platforms and outsourced QA vendors.
• Strong knowledge of QA methodologies, compliance requirements, and customer service best practices.
• Experience using QA monitoring software like Verint, CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel expertise required)
• Bachelor’s degree in business, data analytics, statistics, or related field (or equivalent work experience).
• Six Sigma or other quality certifications a plus.

Why You’ll Love It Here

• Compensation: $79K – $111K base salary + annual bonus potential.
• Benefits: Full health, dental, and vision coverage; life insurance; short & long-term disability.
• 401(k) with 4% match: Invest in your future with employer contribution.
• Generous PTO & wellness perks: Take the time and get the support you need.
• Career growth: Education assistance, professional development, and continuous improvement culture.
• Dynamic workplace: Hybrid model + vibrant, people-first company culture.

This is more than a management role — it’s an opportunity to shape the customer experience at scale by leading a team, leveraging cutting-edge technology, and ensuring every customer interaction meets the highest standards of quality and care.