Quality and Compliance Manager

Benefits Healthcare coverage that includes medical, dental, and vision plans Health Savings Account eligibility Short-term disability plan is available after the 30-day waiting period Free 24/7 access to TextCare for medical support Retirement plan with employer match, available after six months for employees age 21 or older Paid parental leave Paid time off, accrued bi-weekly ABOUT THIS ROLE The Quality & Compliance Manager is a new function at Legacybox, and one of the most important ones we're building. This person sees the full picture: what agents are doing, what they should be doing, and how to close the gap. They audit calls and tickets. They build the materials that help agents get better. They own the systems — SOPs, macros, training modules — that make our team consistent and scalable. You are the driving force behind raising best-in-class standards. WHAT YOU'LL OWN Quality Assurance Conduct regular QA evaluations across phone, email, and chat interactions, evaluating for tone, accuracy, completeness, and compliance. Deliver scored evaluations and qualitative feedback to Team Leads, with clear coaching context. Build and maintain QA scorecards and rubrics that reflect Legacybox's brand voice and service standards. Produce recurring QA performance reports for the VP of CX: team-level and individual-level trends, flagged patterns, and recommendations. Flag systemic quality issues as they emerge — if five agents are getting the same thing wrong, that's a training gap, not five individual problems. Compliance & Ticket Auditing Audit tickets and call recordings for compliance, with particular focus on over-the-phone order processing — ensuring PCI, data handling, and internal procedure standards are met. Maintain a compliance audit log and escalate findings to the VP of CX when issues require action. Partner with Team Leads and management to ensure compliance requirements are understood at the agent level — not just documented, but practiced. Macros, SOPs & Documentation Own the macro library in Gorgias (our CRM) — updating, retiring, and creating macros as processes evolve, products change, or quality data reveals gaps. Write, maintain, and organize SOPs for all support tracks (phone, chat, and email). SOPs should be clear, searchable, and actually used. Work with Team Leads to capture tribal knowledge and formalize it so agents can find it. Conduct periodic SOP audits to ensure documentation reflects the current process, not last year's. Training, Onboarding & Development Own the onboarding program for new agents — from day one structure through ramp, ensuring new hires feel prepared and supported before they touch the live queue. Create and maintain training materials: written guides, slide decks, video walkthroughs, and structured learning modules. Facilitate re-training sessions for agents on a performance improvement track, approaching this with coaching energy, not punitive energy. Identify training opportunities proactively from QA data, ticket trends, and lead feedback. Keep training materials current as products, processes, and brand voice direction evolve. THE TECH STACK YOU'LL WORK IN This role requires genuine comfort with technology — not just as a user, but as someone who can build things in it. You'll need to be fluent across: Gorgias (our CRM) Google Suite (particularly Docs, Slides, and Sheets) Loom or equivalent screen-recording for training. Basic video editing Learning module tools Aircall or equivalent phone platform You don't need to be an engineer. But you should be the kind of person who figures things out, learns new software fast, and builds things that look professional and work reliably. EXPERIENCE & QUALIFICATIONS 3+ years in a CX, contact center, or support operations role or learning and development role Demonstrated QA experience; you've evaluated interactions, built scorecards, and delivered feedback to agents or leads Experience writing SOPs, process documentation, or operational guides that people actually use Strong written communication; your documentation is clear, not just thorough Comfort with compliance concepts in a customer-facing context (PCI, phone order handling, data handling best practices) Proficiency in Google Slides, PowerPoint, or equivalent; you can build a polished deck, not just fill in a template Experience creating training content: slide decks, written guides, recorded walkthroughs, or structured modules Ability to work cross-functionally with Team Leads and report upward to the VP of CX Bonus Points For: Teaching, instructional design, or L&D background QA lead or QA analyst title in a previous role Experience in an e-commerce, DTC, or high-volume support environment Familiarity with Gorgias or similar CX helpdesk platforms Video editing experience and comfort in producing polished training videos HOW THIS ROLE FITS THE TEAM This is an individual contributor role, with the potential to manage a larger QA team as we grow. You report directly to the VP of CX. You work in close collaboration with our Team Leads and Managers, who manage the day-to-day agent experience. You give them better data, better tools, and better materials so they can coach more effectively. Agents don't report to you, but they'll know your name. Your scorecards, your SOPs, your training modules, these shape how every agent on this team does their job. WHAT THIS ROLE IS NOT This is not a purely administrative or clerical documentation role. The person who succeeds here is a builder and someone who can take a blank page and produce something genuinely useful, whether that's a QA scorecard, a training video, or a rewritten SOP that agents actually read. If you've spent time in quality, training, or CX operations and felt like you could do so much more if someone just gave you the scope, this is that job.