Quality and Performance Manager

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation. 

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. 

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

What this role will be doing:

The Quality and Performance Manager is responsible for overseeing and managing an organization's quality control systems and performance metrics, ensuring that products, services, and processes consistently meet established standards, identifying areas for improvement, and implementing strategies to enhance overall performance across the company, often by collaborating with different departments to analyze data and drive positive change. This role is non-people leading and focuses on maintaining version control, information quality, compliance, managing on-time completions for training, and overseeing Standard Operating Procedures (SOPs) across departments. The Quality Manager also serves as the Learning Management System (LMS) administrator, handling measurement and evaluations. Technical knowledge is preferred for this position. 

What this role needs to succeed:

• Oversee and guide the quality assurance processes for learning materials, training, and quality programs to ensure high standards of quality and effectiveness.  

• Develop and implement quality metrics and standards for training programs, ensuring alignment with organizational objectives.  

• Identify opportunities for process improvements and lead initiatives to enhance the quality and delivery of learning services.  

• Partner with Learning Services Team to incorporate feedback and ensure training content meets quality standards.  

• Evaluate training effectiveness through surveys, assessments, and feedback to identify areas for improvement.  

• Provide training to maintain quality levels. 

• Coach and mentor on quality improvement techniques. 

• Maintain comprehensive records of quality assurance processes, evaluations, and improvements.  

• Manage quality assurance projects, ensuring timely completion and alignment with organizational goals.  

• Develop and implement a strategic vision for quality management within the Learning Services department.  

• Engage with stakeholders to understand quality expectations and align quality initiatives with organizational goals.  

• Analyze quality-related data to identify trends, insights, and areas for improvement.  

• Develop and maintain a repository of quality documentation, including policies, procedures, and guidelines for all departments. 

• Identify and mitigate risks related to the quality of training programs and materials.  

• Evaluate the effectiveness of quality initiatives and recommend adjustments to strategies and plans.  

• Provide regular reports and updates on quality and training initiatives and outcomes to company leaders.  

• Serve as the administrator for the LMS, ensuring smooth operation and user support. 

• Ensure compliance with up-to-date accessibility laws, industry-specific standards, and regulatory requirements. 

• Oversee translations and ensure compliance with language standards. 

• Manage on-time completions for both internal and external training programs. 

• Oversee and manage version control processes to ensure all documents, software, and processes are current and properly updated. 

• Implement and maintain systems to track changes and revisions. 

• All other duties as assigned.  

Your Background/Skills: 

• Bachelor's degree in a relevant field (e.g., Quality Management, Information Systems, Business Administration, Communications, Training) or equivalent experience. 

• 5+ years of experience in quality management, with a focus on educational or training environments.  

• Ability to work independently and manage multiple tasks simultaneously. 

• Strong analytical skills with the ability to assess complex training materials and provide actionable feedback.  

• Exceptional attention to detail and ability to maintain high-quality standards.  

• Excellent written and verbal communication skills, with the ability to provide clear and constructive feedback and engage and influence stakeholders at all levels.  

• Experience managing quality-related projects and initiatives.  

• Ability to work collaboratively with cross-functional teams.  

• Strong strategic thinking and planning skills, with the ability to develop and execute a quality vision.  

• Ability to use data and analytics to drive decision-making and improvements.  

• Strong problem-solving skills and ability to navigate complex challenges.  

• Experience managing change and leading quality transformations.  

• Strong understanding of version control systems and practices. 

• Knowledge of information quality management principles. 

• Familiarity with compliance requirements related to accessibility, laws, translations, and industry standards. 

• Proficiency in developing and maintaining Standard Operating Procedures. 

• Ability to measure and evaluate processes for continuous improvement. 

• Experience with Learning Management Systems (LMS) administration. 
• Technical knowledge and familiarity with relevant software and tools preferred. 

Work Authorization and Equal Employment Opportunity   

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Visa sponsorship is available for this position.  

Intradiem is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  

Work Authorization:
 
Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. 

Intradiem is an equal-opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.