Quality Assurance Assistant Team Manager

This description provides a glimpse into the opportunity. To delve deeper and apply, simply click the ‘Apply’ button!

About the Role: Driving Quality and Team Excellence

Are you passionate about maintaining high standards and empowering a team to deliver exceptional service? We’re seeking a dedicated and skilled Quality Assurance Assistant Team Manager to play a crucial role in supporting operational excellence across our dynamic, client-facing projects.

In this position, you’ll be a key contributor to our commitment to quality, ensuring our support, moderation, and community teams meet and exceed expectations. You’ll work closely with Project Managers and team members, providing guidance, feedback, and support to foster continuous improvement.

What You’ll Do: Your Impact

As a QA Assistant Team Manager, your day-to-day will involve a mix of hands-on quality evaluation, team support, and collaborative operational tasks. Your key responsibilities will include:

Core Quality Assurance & Feedback

• Drive quality by executing comprehensive QA reviews using industry-standard platforms like Klaus, Zendesk QA, or similar tools, evaluating performance across various client-facing teams.

• Provide targeted, constructive feedback directly to team members and contractors, empowering individual growth and performance improvement.

Team Support & Coaching

• Partner closely with Project Managers to identify specific coaching opportunities, address recurring quality challenges, and reinforce best practices across the team.

• Act as a trusted resource and direct point of contact for team members (Mods, Leads, etc.), addressing QA questions, explaining trends, and leading performance discussions.

• Lead shadowing sessions, productivity checks, and contribute to performance documentation to support effective coaching and accountability.

Operational & Process Improvement

• Support the evolution and consistent application of our QA rubrics and scoring standards.

• Proactively monitor performance trends, escalating critical issues requiring immediate intervention, retraining, or strategic planning.

• Play a key role in employee onboarding and offboarding, focusing on establishing clear training expectations and ensuring alignment with quality standards.

• Maintain and update essential documentation, including QA workflows, SOPs, training materials, and escalation protocols.

• Stay connected and responsive across team communication channels (like Slack), providing real-time operational guidance and support.

Reporting & Analysis

• Diligently track and analyze key QA and performance metrics to ensure adherence to KPIs and SLAs.

• Support Project Managers with insightful reporting and performance analysis, helping to ensure service delivery aligns with client expectations.

• Participate actively in internal and client discussions related to service quality, improvement initiatives, and training strategies.

What You’ll Bring: Your Profile

To succeed in this role, you’ll need a blend of experience, technical know-how, and strong interpersonal skills:

• You have at least 2+ years of experience in a Quality Assurance, Team Lead, or Assistant Project Manager role, ideally within a digital operations or Customer Experience environment.

• You’re highly familiar with leading QA platforms such as Klaus, Zendesk QA, MaestroQA, or similar industry tools.

• Experience with ticketing systems like Zendesk or others is a strong plus.

• You have a proven track record of providing professional feedback that is both constructive and motivating, driving team members towards achieving their best.

• Exceptional written and verbal communication skills are essential, whether you’re coaching team members or providing updates to clients.

• You possess outstanding organizational skills, attention to detail, and time management abilities.

• You can expertly balance the need for consistency in quality scoring with a flexible, human-centered approach to coaching and team development.

Why Join ModSquad?

Join ModSquad, a leader in reinventing Customer Experience Services since 2007. We partner with an exciting range of clients, from innovative startups to Fortune 500 companies, including names like Spotify, VSCO, Vimeo, and Tourism Ireland.

We operate globally, supporting over 50 languages in more than 90 countries, and are proud to be a primarily remote company, offering flexibility and the chance to work with diverse teams from anywhere. Be part of a company that values quality, innovation, and its people.

Ready to make a significant impact on quality and team performance in a leading remote CX company? Click the ‘Apply’ button to learn more and submit your application!