Manager, Customer Service Quality Assurance

The Manager, Quality Assurance is responsible for shaping and leading a modern, data‑driven quality assurance program that strengthens Nuvei’s customer experience and operational excellence. This role transforms QA from a traditional auditing function into a strategic capability that leverages complete interaction coverage, meaningful insights, and continuous improvement practices to elevate performance across customer‑facing teams.

Working closely with the other Operational Support teams, the QA Manager ensures that quality/performance trends, customer experience feedback, and emerging issues are identified proactively and translated into impactful actions. Through structured leadership, analytical thinking, and cross‑functional collaboration, this role drives a culture of accountability, consistency, and excellence that supports Nuvei’s long‑term growth and service goals.

Key responsibilities include, but are not limited to:

Leadership & Strategy

o Lead the QA function with a forward‑thinking, analytical, and insights‑driven approach.

o Establish a strategic direction for the quality assurance program.

o Champion the evolution of QA into a holistic, intelligence‑based operational practice.

Quality Assurance Operations

o Oversee daily QA operations, ensuring consistency and accuracy.

o Work with CX leadership to maintain standards across all customer-facing channels.

o Ensure documentation and process streams remain updated.

Analytics & Insights

o Analyze interaction‑level data for trends and improvement opportunities.

o Consolidate QA insights with CSAT, NPS, and feedback sources.

o Build reporting structures to communicate quality trends.

o Partner with Reliability to translate data into operational enhancements.

Coaching Governance & Enablement

o Establish a scalable coaching framework.

o Develop feedback loops for agent development.

o Collaborate with R&A to align training with identified gaps.

Cross‑Functional Collaboration

o Work with L&D, Reliability, Product, and Contact Center Management.

o Support cross‑departmental initiatives.

o Build frameworks for surfacing systemic issues early.

Process & Program Management

o Maintain QA procedures, calibration methods, workflows.

o Oversee scheduling, capacity forecasting, and hiring.

o Ensure accurate QA metric reporting.

Qualifications include, but are not limited to:

· 3–5 years of experience in an Operations role

· 1-2 years of leadership experience preferred.

· Experience in coaching, supervising, instructing, and/or quality assurance.

· Strong interpersonal, analytical, and communication skills.

· Ability to be tactful, maintain confidence and foster an ethical working environment.

· Proven ability to work successfully under pressure in a dynamic team environment.

· Excellent data analysis & problem-solving skills.

· Strong knowledge of MS Office.

· Strong written and verbal communication skills.

Working Language

· English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

· Internal communications between colleagues occur in English, French, or in Spanish depending on the parties involved.

· French (written and spoken) is required for any position located within Quebec.