Quality Manager

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.