Quality Manager

Description

We’re looking for someone who understands the complexities of service-industry operations and knows how to drive quality in environments where people, process, and customer experience intersect.

The Quality Manager oversees the design, implementation, and ongoing management of organization-wide quality management program, including standardized quality rubrics, performance monitoring tools, and technology-enhanced evaluation processes. This position is an expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. This role partners with cross-functional teams, and operational leaders, to ensure consistent execution of processes, compliance with standards, and continuous performance improvement. This is an in-office position located in Brandon, Florida.

If you’ve successfully led quality or training programs in hospitality, call centers, medical services, insurance, staffing, or other client-focused industries, you’ll be a strong fit.

Apply now and bring your service-driven expertise to our team.

At ReEmployAbility, we believe in supporting both your personal and professional growth. Here’s what you can expect:

• Positive Company Culture: A supportive environment that prioritizes wellness inside and outside of work
• Generous Paid Time Off: Including PTO to recharge and refresh
• Volunteer Time Off: Give back with 16 hours of paid volunteer time per year
• 401(k) with Company Match: Plan confidently for the future with immediate 100% vesting on employer-matched contributions
• Comprehensive Benefits: Medical, dental, vision, short-term disability, pet insurance.... and much more!

FLSA Status: Salary (Exempt), Full-Time

Supervisor: Director of Sales and Service

Supervises: Quality and Training Department employees

Essential Functions

Leadership & Collaboration

• Provide guidance and day-to-day support to Quality department employees involved in training, quality analysis, or process monitoring.
• Set team goals, establish performance expectations, and oversee workload distribution.
• Collaborate with cross-functional stakeholders to ensure quality standards and rubrics are consistently applied across departments.

Quality Rubric Development & Management

• Develop, standardize, and maintain quality rubrics and evaluation frameworks used to assess performance, customer interactions, documentation accuracy, and adherence to procedures.
• Ensure rubrics reflect organizational goals, compliance requirements, and industry best practices.
• Review and update rubrics regularly in response to process updates, new technology systems, and stakeholder feedback.
• Train leaders and employees on rubric use to ensure scoring consistency and alignment.

Technology-Enabled Quality Monitoring

• Utilize CRM systems, dashboards, communication and digital tools, and analytics platforms to track performance trends and monitor adherence to workflows.
• Implement technology solutions, integrated workflows, automated reporting, and digital checklists to enhance visibility into organization-wide processes.
• Partner with IT, Sales and Service, to optimize the use of digital tools and improve data quality for decision-making.
• Identify opportunities to automate quality checks, streamline data capture, and improve accuracy of performance insights.

Training Oversight

• Oversee development and delivery of training programs related to systems use, operational processes, and quality expectations.
• Coordinate with department leaders to identify training gaps using process-performance data.

Quality Assurance & Continuous Improvement

• Lead or support initiatives related to company quality standards, efficiency, employee performance, and operational consistency.
• Prepare and present performance reports to leadership, highlighting achievements, challenges, and trends supported by rubric and technology data.
• Conduct and/or oversee routine quality reviews across departments using standardized rubrics and digital tools.
• Analyze results to identify trends, recurring issues, and opportunities for process optimization.
• Provide feedback to department leaders and collaborate to develop corrective action plans.
• Lead efforts to improve procedural compliance, reduce errors, and enhance customer experience.

Requirements

• Advanced proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Strong analytical and problem-solving abilities.
• Detail-oriented with a focus on continuous improvement.
• Dependable and high ethical standards
• Self-Motivated and willingness to learn and take on new assignments
• Excellent interpersonal, verbal, and written communication skills
• Exceptional customer service skills
• Ability to lead and motivate a team while driving continuous improvement.
• Strong understanding of organizational operations and cross-functional collaboration.
• Bachelor’s Degree in Business, Education, or related field (or equivalent experience).
• 3+ years of leadership experience, preferably in training and quality management.

Other

Individual is required to sit for an extended period of time, stand, walk, talk and hear, use hands and fingers, handle or feel and reach with hands and arms. May also occasionally need to lift or move 0-15 pounds. Specific vision skills for computer usage and written document reading.

Anyone who is capable of something, can make an impact in the community where they live. ReEmployAbility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

EEO Compliance: ReEmployAbility is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or other status protected by Federal or State law.

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.