QA Automation and Call Quality Delivery Manager

What We Need

Corpay is currently looking to hire a QA Automation and Call Quality Delivery Manager within our Operations division. This position falls under our Corporate Payables line of business and is Remote. In this role, you will be responsible for building, managing, and scoring QA call reviews while improving the overall efficiency, accuracy, and consistency of the QA process. This role will help streamline manual QA workflows by incorporating AI-assisted scoring with human validation to ensure quality standards are met and coaching opportunities are clearly identified. This position will collect, analyze, and interpret call data, QA results, scoring trends, and performance patterns to provide actionable feedback to leadership, trainers, and team members. The ideal candidate will be comfortable working with call transcripts, QA scorecards, reporting tools, and AI-supported review processes to improve performance, reduce manual effort, and strengthen coaching outcomes

You will report directly to the VP, Vendor Enrollment, and regularly collaborate with various teams.

How We Work

As a QA Automation and Call Quality Delivery Manager, Corpay will set you up for success by providing:

• Company-issued equipment

• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Build, manage, and maintain QA call review processes, scorecards, and reporting workflows.
• Review and score calls using established QA standards and performance expectations.
• Support the transition of QA processes to AI-assisted scoring with human validation.
• Validate AI-generated QA results to ensure accuracy, consistency, and fairness.
• Identify trends, gaps, and opportunities through call reviews, transcript analysis, and QA data.
• Collect, organize, and interpret data points related to call quality, compliance, scripting, customer experience, and overall performance.
• Provide clear coaching and training recommendations based on identified trends and recurring opportunities.
• Partner with training, leadership, and operations teams to improve call quality and process consistency.
• Create reports, summaries, and insights that help leaders make data-driven coaching decisions.
• Recommend process improvements to increase QA coverage, reduce manual workload, and improve efficiency.
• Monitor QA trends over time to measure improvement and identify ongoing development needs.

Qualifications & Skills

• Experience in quality assurance, call monitoring, training, coaching, operations, or process improvement.
• Strong ability to evaluate calls against defined standards and provide objective feedback.
• Comfortable working with data, reports, transcripts, and performance trends.
• Ability to identify root causes, recurring issues, and coaching opportunities.
• Strong written and verbal communication skills.
• Detail-oriented with strong organizational and analytical skills.
• Experience with AI tools, automation, call transcription, or QA platforms preferred.
• Ability to balance technology-driven scoring with human judgment and validation.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire

• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)

• Virtual fitness classes offered company-wide

• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time

• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

• Philanthropic support with both local and national organizations

• Fun culture with company-wide contests and prizes

#LI-Corpay

About Corpay

Corpay is a global technology organization that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

At Corpay, we are committed to fostering an inclusive and respectful workplace where employees are valued for their diverse perspectives, experiences, and contributions. We believe that diversity, equity, and inclusion strengthen our teams, drive innovation, and support our continued success globally.

As part of our hiring process, offers of employment may be subject to the successful completion of pre-employment screening conducted by an authorized third-party provider, in accordance with applicable laws and Corpay policies. Screening requirements may include employment references, identity verification, criminal record checks, financial or sanctions screening, and other background checks relevant to the role and permitted by local law.

Notice to Recruitment Agencies and Search Firms: Corpay does not accept unsolicited resumes from agencies or search firms without a valid written agreement in place. Any unsolicited candidate submissions will become the property of Corpay, and no fees will be paid related to such submissions.

Learn more about Corpay: https://www.corpay.com

Transparency & Compliance

Equal Opportunity Employer

Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, marital status, genetic information, military or veteran status, or any other characteristic protected by applicable law. Corpay is committed to fostering an inclusive workplace where individuals are respected and valued for their diverse perspectives, experiences, and contributions. If you require reasonable accommodation during any part of the application or interview process, please notify a representative of the Human Resources Department.