Quality and Compliance Manager
On-site · Chattanooga, Tennessee, United States
Job Summary
Quality & Compliance Manager is a new function at Legacybox responsible for auditing calls and tickets, building QA scorecards, maintaining SOPs/macros, and owning training and onboarding materials to raise quality standards. The role analyzes interactions across phone, email, and chat, delivers coaching-context feedback to Team Leads, produces QA performance reports for the VP of CX, and flags systemic quality issues. It includes compliance auditing for PCI and data handling, maintaining a compliance log, updating macros in Gorgias, writing and organizing SOPs for all support channels, and developing onboarding and training materials. The candidate should be comfortable with the tech stack (Gorgias, Google Suite, Loom, basic video editing, learning module tools, Aircall) and capable of cross-functional collaboration to improve agent performance and consistency.
Required 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
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