Manager, Quality Assurance

Zenni Optical is seeking a Manager, Quality Assurance to lead and develop a team of local QA Analysts, ensuring alignment, consistency, and continuous improvement across our service delivery. The role requires strategic thinking, strong leadership, and a commitment to driving high standards across the organization.

Requirements

• 3–5 years of experience leading QA efforts in a high-volume contact center (150+ agents)
• Demonstrated success managing QA Analysts and building high-performing teams grounded in trust and collaboration
• Strong analytical skills with the ability to convert data into trends, insights, and actionable recommendations
• Excellent verbal and written communication skills, with confidence presenting to diverse audiences
• Proven ability to work cross-functionally and build trusted relationships that drive measurable impact
• Self-starter with the ability to operate independently in a fast-paced, collaborative environment
• Experience using and managing QA platforms and analytics tools; proficiency with MaestroQA or similar tools is highly valued
• Passion for improving customer experiences within the eCommerce or customer support space
• Strong commitment to Zenni’s mission and values

Benefits

• Annual Bonus Program
• HMO Coverage (Principal)
• HMO Coverage (Dependents)
• Vacation Leave
• Sick Leave
• Compensatory Time Off (CTO)
• 13th Month Pay