CX Quality Assurance Manager

Customer Experience Quality Assurance Manager

Salary: [Not Specified] Location Type: [Not Specified] Employment Type: [Not Specified]

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role

As the Customer Experience Quality Assurance Manager, you will lead initiatives that drive continuous improvement across our support organization. This role oversees the Quality Assurance, Training, and Complaints Management functions, ensuring our teams are equipped to deliver consistent, high-quality customer service. You will develop and scale processes that enhance performance, lead and support cross-functional teams, and ensure every complaint is handled with care, investigated for root causes, and transformed into actionable insights. Your leadership will be key to fostering a culture of accountability, learning, and service excellence.

Duties and Responsibilities

• Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of your team members
• Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
• Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
• Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
• Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
• Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
• Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
• Identify and implement AI-driven solutions to scale support quality and efficiency
• Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights

Qualifications and Skills

• 5+ years in customer support or customer experience roles, with at least 2+ years managing training or quality teams
• Proven people management experience and ability to inspire and lead high-performing teams
• Exceptional attention to detail, with the ability to analyze and interpret data to make informed decisions
• Deep understanding of customer support operations and quality measurement practices
• Strong communication skills, capable of conveying actionable feedback and driving quality improvements across departments
• Highly organized and detail-oriented, with a strong sense of ownership and accountability
• Experience in regulated industries or insurance is a plus
• Spanish fluency is a plus
• Experience working with global or outs[tanding? - content truncated]