Role Title : Quality Control (QC) Manager

Department : Customer Success / Service Delivery Operations

Location : Remote / Hybrid

About the Role :

The QC Manager is responsible for leading the end-to-end quality assurance function for remote support services delivered to Omnissa end customers. This role oversees quality strategy, governance, audit frameworks, reporting, coaching effectiveness, and continuous improvement initiatives for support operations related to Omnissa Horizon and Workspace ONE.

The QC Manager partners with operations leadership, customer success teams, training teams, and technical delivery managers to ensure high-quality customer interactions, technical excellence, and operational compliance.

Key Responsibilities :

- Define and manage the overall QC strategy and governance framework for support operations.

- Lead a team of QC Leads and Quality Analysts reviewing support call transcripts, chat interactions, and customer communications.

- Establish quality standards, audit methodologies, scorecards, and calibration processes.

- Monitor service quality trends and drive continuous improvement initiatives.

- Ensure support engagements meet customer expectations, contractual obligations, and operational SLAs.

- Analyze quality data to identify operational risks, training needs, and systemic gaps.

- Present quality insights, dashboards, and executive summaries to leadership and stakeholders.

- Collaborate with operations managers to improve engineer performance and customer satisfaction.

- Drive RCA and corrective action programs for critical quality escalations.

- Partner with training teams to create targeted learning and enablement programs.

- Ensure consistency across audit teams and maintain high audit accuracy standards.

- Participate in customer governance reviews when required.

Required Skills & Qualifications :

- 8-12 years of experience in Quality Management, Service Delivery QA, or Technical Support Operations.

- Minimum 3+ years managing QA/QC teams in enterprise technical support environments.

- Strong understanding of :

1. Omnissa Horizon

2. Workspace ONE

3. Enterprise End User Computing (EUC)

4. Virtualization and mobility support operations

- Proven experience designing quality frameworks and operational governance models.

- Strong stakeholder management and leadership skills.

- Advanced analytical, reporting, and presentation capabilities.

- Experience with quality metrics, dashboards, and operational KPIs.

- Ability to manage multiple programs and cross-functional initiatives.

Preferred Qualifications :

- Experience in enterprise managed services or enterprise support programs.

- ITIL certification or equivalent service management exposure.

- Exposure to customer success governance and enterprise support delivery models.

- Experience working with global delivery teams.

Key Performance Indicators (KPIs) :

- Overall quality compliance score

- Audit accuracy and governance adherence

- Customer satisfaction improvement

- Reduction in escalations and repeat issues

- Coaching and training effectiveness

- SLA and process compliance metrics

- Operational quality trend improvements