FCA · 3 hours ago
Quality Assurance Manager - NA Customer Care
Auburn Hills, MI
Full-time
Onsite
Mid, Senior LevelFCA is seeking a Quality Assurance Manager for North America Customer Care. This role is responsible for leading the strategy and execution of Quality Assurance processes, ensuring a world-class customer experience through the definition of quality standards and performance monitoring.
Information TechnologyTelecommunications
Responsibilities
Lead the design, development, and ongoing refinement of QA assessment forms, scoring structures, and evaluation guidelines
Oversee administration of all QA processes, including calibration sessions, monitoring cycles, and cross‑functional review sessions
Ensure alignment of QA methodology with global Stellantis standards and North America NSAT survey requirements
Provide analytics and insights to translate QA and NSAT results into tangible agent‑behavior improvements and operational enhancements
Direct and manage all call‑listening procurement activities and curate audio selections for “From the Headset” leadership reviews
Respond to ad hoc requests for targeted or random call listening, ensuring rapid identification of representative customer interactions
Partner with leadership to frame key call‑listening themes, performance gaps, and improvement opportunities
Lead the integration of Qualtrics Intelligent Monitoring into all QA and operational reporting routines
Build leading‑indicator dashboards, analyses, and insights to identify emerging risks and performance trends
Deliver regular reporting and insights to Mopar Leadership, tying Intelligent Monitoring outcomes to customer experience strategies
Conduct detailed root‑cause reviews of escalations, high‑impact complaints, and emerging issue patterns across channels
Partner with Operations, Training, Knowledge, and Process Development to create closed‑loop corrective action plans
Establish measurable objectives to track and validate prevention of repeat issues, ensuring long‑term systemic improvement
Play a key role in defining quality criteria for GenAI‑enabled customer interactions as the ecosystem evolves
Partner with ICT, Process Development, and CX teams to evaluate GenAI outputs, refine behavior models, and ensure accuracy and compliance
Develop a framework for GenAI quality monitoring, incorporating fairness, consistency, and continuous learning
Partner with ICT to design and implement new business process optimization tools, automation enhancements, and AI‑driven monitoring capabilities
Utilize speech and text analytics to expand automated transaction monitoring, significantly increasing contact coverage and insight generation
Provide results‑driven recommendations for training, onboarding, coaching, team huddles, and CI initiatives
Benchmark Stellantis teams and external best‑in‑class organizations to advance QA maturity
Deliver clear, concise communication of QA findings, NSAT results, speech/text analytics insights, and operational risks to key stakeholders
Present trends, opportunities, and readiness assessments to Customer Care leadership and cross‑functional business partners
Maintain structured and timely reporting routines that enable data‑driven decision‑making at all levels
Qualification
Required
Bachelor's degree
Excellent organizational, written, and verbal communication skills
Demonstrated experience in business process optimization
Strong ability to analyze quality and operational performance metrics
Ability to communicate problem‑solving concepts visually and verbally across all organizational levels
Previous performance management or operational leadership experience
Ability to collaborate effectively across leadership, operational, and cross‑functional teams
Proficiency in Microsoft Teams, Outlook, PowerPoint, Excel, and other Microsoft applications
Preferred
Experience in customer service, customer relations, or contact center operations
Certification in project management and/or data analytics
Demonstrated ability to coach, mentor, or develop team members
Experience managing supplier performance and quality outcomes
Proficiency with call center technologies, Salesforce, Power BI dashboards, and speech/text analytics tools
Benefits
Comprehensive Health & Well-being Coverage
Generous Paid Time Off
Competitive Retirement Savings Plans
Income Protection & Insurance Options
Company Vehicle Lease Program
Family Building Benefit
Support for Your Growth and Giving Back
Tuition reimbursement
Student loan refinancing programs
18 paid volunteer hours each year to make a difference in your community
Company
FCA
FCA is one of the largest technology integrators in the field of fiber optic systems for building optical teletransmission networks.
Founded in 1997
51-200 employees
H1B Sponsorship
FCA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (328)
2024 (220)
2023 (246)
2022 (346)
2021 (182)
2020 (213)
Funding
Current Stage
Growth StageRecent News
2025-08-07
2025-04-12
2025-04-07
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