Service Quality Manager Jobs
Service Quality Manager jobs are open across healthcare, manufacturing, logistics, financial services, and technology, at levels from associate quality manager to director, with specializations in process improvement, compliance auditing, and customer experience quality. Scan the live roles below and apply to whichever ones fit.
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Position Description
Are you interested in improving customer and employee experience? Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. In this role, you will lead and modernize the QA & Training program across five major functional areas: Contact Center, Meter Reading, Utility Account Services, Customer Account & Billing, and Affordability Programs.
The QA function operates independently from technical business support roles, with a primary focus on evaluating service delivery, supporting staff development through targeted training, and driving service quality improvements based on performance data, as well as employee and customer feedback. However, the QA & Training Manager and team will work closely with Business Support and IT to understand and share objectives, align on data strategies, and collaborate on process improvements that strengthen operational performance.
About Seattle Public Utilities: SPU is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about SPU, check out the:
- SPU Website
- SPU Workplace Expectations
- Strategic Business Plan
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.
Why Join Our Team?
We know work isn't only about what you do it's also about who you work for and with! SPU provides a fun and family friendly work environment that supports a work life balance, including:
- Hybrid work schedule opportunities
- Family-friendly and multicultural work environment
- Generous benefits package
- Free Orca Pass
- City pension plan with employer/employee contributions
- Growth potential and advancement opportunities
Job Responsibilities
- Lead ongoing development and refinement of the QA and training program, including its structure, tools, and standards, while establishing priorities aligned with divisional service and operational goals.
- Redesign and modernize the QA and Training program by introducing innovative evaluation models, forward-thinking training strategies, and Kaizen-based continuous improvement practices tailored to each operational area.
- Shape and advance service quality and performance practices by developing and implementing policies that guide evaluation approaches, employee development, and training alignment across operational units.
- Advise leadership through clear, data-informed recommendations that highlight service trends, performance risks, and improvement opportunities.
- Supervise a team of eight (8) professional staff responsible for quality assurance, performance analytics, employee training, and change enablement across the Customer Care Division, with the potential for growth based on evolving divisional needs.
- Build a cohesive, high-functioning team by coaching, developing, and aligning staff around a unified vision for service excellence and program accountability.
- Partner with divisional managers to align service expectations, share performance insights, and support continuous improvement efforts across all customer-facing functions.
- Oversee monitoring tools, scoring methodologies, and QA systems to ensure accurate, consistent, and meaningful performance evaluation.
- Ensure equitable service delivery by integrating equity considerations into evaluation practices, training approaches, and performance expectations.
- Coordinate with IT and Business Support when tools, technology solutions, or process redesign efforts align with QA findings or improvement opportunities.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Qualifications
Experience: Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.
Education: Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.
Desired Qualifications:
- Expert-level knowledge of quality assurance methodologies, service evaluation practices, and continuous improvement frameworks (e.g., Lean, Kaizen, Six Sigma).
- Proven experience building or redesigning QA and/or training programs, preferably in complex, customer-facing operations.
- Demonstrated success leading high-performing teams and strengthening partially established functions through clear vision, coaching, and structured development.
- Strong background in training design, adult learning methodologies, and aligning training to performance data and service quality trends.
- Proven track record of building strong rapport with internal and external stakeholders and partnering across diverse operational areas.
- Extensive leadership and team-building experience in environments with represented and non-represented staff.
- Experience using performance data, dashboards, and customer feedback to identify trends and drive process improvements.
- Familiarity with billing systems, QA evaluation tools, and customer experience monitoring platforms.
Additional Information
This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week and are encouraged to periodically be in the office three times per week. Individual schedules will be agreed upon by the employee and their supervisor.
Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
The full salary range for this position is: $118,118.16 - $177,229.44 annually.
For more information regarding this recruitment, please contact: John Lee at john.lee3@seattle.gov.
How to apply: In addition to completing your on-line application, please attach the following:
- Current resume
- Cover letter–highlight your experience leading teams, building or managing a QA/training program, your approach to service quality or performance improvement, and your interest in this team/SPU
Please note that failure to attach both documents will result in your application not receiving further consideration.
This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits
The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
Position Description
Are you interested in improving customer and employee experience? Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. In this role, you will lead and modernize the QA & Training program across five major functional areas: Contact Center, Meter Reading, Utility Account Services, Customer Account & Billing, and Affordability Programs.
The QA function operates independently from technical business support roles, with a primary focus on evaluating service delivery, supporting staff development through targeted training, and driving service quality improvements based on performance data, as well as employee and customer feedback. However, the QA & Training Manager and team will work closely with Business Support and IT to understand and share objectives, align on data strategies, and collaborate on process improvements that strengthen operational performance.
About Seattle Public Utilities: SPU is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about SPU, check out the:
- SPU Website
- SPU Workplace Expectations
- Strategic Business Plan
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.
Why Join Our Team?
We know work isn't only about what you do it's also about who you work for and with! SPU provides a fun and family friendly work environment that supports a work life balance, including:
- Hybrid work schedule opportunities
- Family-friendly and multicultural work environment
- Generous benefits package
- Free Orca Pass
- City pension plan with employer/employee contributions
- Growth potential and advancement opportunities
Job Responsibilities
- Lead ongoing development and refinement of the QA and training program, including its structure, tools, and standards, while establishing priorities aligned with divisional service and operational goals.
- Redesign and modernize the QA and Training program by introducing innovative evaluation models, forward-thinking training strategies, and Kaizen-based continuous improvement practices tailored to each operational area.
- Shape and advance service quality and performance practices by developing and implementing policies that guide evaluation approaches, employee development, and training alignment across operational units.
- Advise leadership through clear, data-informed recommendations that highlight service trends, performance risks, and improvement opportunities.
- Supervise a team of eight (8) professional staff responsible for quality assurance, performance analytics, employee training, and change enablement across the Customer Care Division, with the potential for growth based on evolving divisional needs.
- Build a cohesive, high-functioning team by coaching, developing, and aligning staff around a unified vision for service excellence and program accountability.
- Partner with divisional managers to align service expectations, share performance insights, and support continuous improvement efforts across all customer-facing functions.
- Oversee monitoring tools, scoring methodologies, and QA systems to ensure accurate, consistent, and meaningful performance evaluation.
- Ensure equitable service delivery by integrating equity considerations into evaluation practices, training approaches, and performance expectations.
- Coordinate with IT and Business Support when tools, technology solutions, or process redesign efforts align with QA findings or improvement opportunities.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Qualifications
Experience: Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.
Education: Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.
Desired Qualifications:
- Expert-level knowledge of quality assurance methodologies, service evaluation practices, and continuous improvement frameworks (e.g., Lean, Kaizen, Six Sigma).
- Proven experience building or redesigning QA and/or training programs, preferably in complex, customer-facing operations.
- Demonstrated success leading high-performing teams and strengthening partially established functions through clear vision, coaching, and structured development.
- Strong background in training design, adult learning methodologies, and aligning training to performance data and service quality trends.
- Proven track record of building strong rapport with internal and external stakeholders and partnering across diverse operational areas.
- Extensive leadership and team-building experience in environments with represented and non-represented staff.
- Experience using performance data, dashboards, and customer feedback to identify trends and drive process improvements.
- Familiarity with billing systems, QA evaluation tools, and customer experience monitoring platforms.
Additional Information
This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week and are encouraged to periodically be in the office three times per week. Individual schedules will be agreed upon by the employee and their supervisor.
Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
The full salary range for this position is: $118,118.16 - $177,229.44 annually.
For more information regarding this recruitment, please contact: John Lee at john.lee3@seattle.gov.
How to apply: In addition to completing your on-line application, please attach the following:
- Current resume
- Cover letter–highlight your experience leading teams, building or managing a QA/training program, your approach to service quality or performance improvement, and your interest in this team/SPU
Please note that failure to attach both documents will result in your application not receiving further consideration.
This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits
The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
See All 118+ Service Quality Manager Jobs
Find roles that match your experience and apply in just a few clicks.
Find Service Quality Manager JobsService Quality Manager Job Market
Who's Hiring
- Lockheed Martin29
- EY4
- Intuit4
- Refresco4
- Tesla3
Top Industries Hiring
- Electronics & Hardware
- Automotive
- Accounting & Auditing
- Technology & Software
What Employers Look For
The qualifications that appear most often in service quality manager jobs.
- Bachelor's degree in quality management, engineering, business, or a related field
- Experience developing and implementing quality management systems such as ISO 9001
- Proficiency with root cause analysis methodologies including CAPA and DMAIC
- Lean Six Sigma certification at Green Belt or Black Belt level
- Demonstrated experience conducting internal audits and managing corrective actions
- Familiarity with industry-specific regulatory standards such as FDA, AS9100, or IATF 16949
Tips for Your Service Quality Manager Job Search
Quantify quality outcomes on your resume
Hiring managers for this role want metrics, not duties. Replace phrases like 'managed quality processes' with specific results: defect rate reductions, audit pass rates, or customer satisfaction score improvements you drove directly in a previous role.
Align certifications to the target industry
A Lean Six Sigma Black Belt carries weight in manufacturing, while ISO 9001 lead auditor credentials stand out in healthcare and defense. Check the job posting's requirements section and lead with the certification that matches the employer's quality framework.
Apply early to roles that fit
Migrate Mate lists service quality manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings that name your quality system
If your background is in APQP, CAPA, or DMAIC, search those terms alongside the job title. Postings that name a specific methodology are signaling they want someone already fluent in it, which raises your callback rate.
Prepare a process-failure case study for interviews
Interviewers for quality roles almost always ask you to walk through a time you identified and resolved a systemic failure. Have one structured example ready that covers root cause analysis, corrective actions, and the measurable outcome you achieved.
Negotiate scope alongside compensation
Quality managers hired into under-resourced teams often find their authority stops short of what the title implies. During offer discussions, clarify whether you'll own corrective action authority, have direct reports, and control audit scheduling before you accept.
Service Quality Manager Jobs: Frequently Asked Questions
Which companies are hiring the most service quality managers?
The most active employers for service quality managers right now are Lockheed Martin, EY, and Intuit, and the most openings are in Texas, California, and Florida, based on current listings on Migrate Mate as of November 2026. Healthcare systems, aerospace manufacturers, and large logistics companies tend to post the most consistently throughout the year.
How many service quality manager jobs are remote?
About 50% of service quality manager openings are fully remote or hybrid as of November 2026, with remote work most common in roles focused on quality systems documentation, compliance reporting, and customer experience quality. Positions requiring hands-on audits of physical production lines or clinical environments are almost always on-site.
How do you become a service quality manager?
Start with a bachelor's degree in a relevant field such as engineering, operations, or business, then build direct quality experience in roles like quality analyst or quality assurance specialist. Earning a Lean Six Sigma certification and gaining hands-on exposure to audits and corrective action processes strengthens your candidacy. Most employers expect several years of progressive quality experience before moving into a manager-level role.
Can you get a service quality manager job with little experience?
Breaking in with limited experience is possible if you focus on industries with high quality staff turnover, such as food manufacturing or medical devices, and apply to associate quality manager or quality coordinator roles that have a clear promotion path. Earning an entry-level quality certification and volunteering to lead internal audits in a current job can substitute for years of direct management experience in some hiring contexts.
What does the service quality manager interview process look like?
Most employers run a phone screen focused on your quality methodology background, followed by a panel interview with operations and HR stakeholders where you'll be asked to walk through a past quality improvement project. Some companies add a practical component, such as reviewing a sample audit report or presenting a corrective action plan, before extending an offer.
Where can I find and apply to service quality manager jobs?
You can find and apply to service quality manager jobs on Migrate Mate, which lists current openings from across the United States in one place. Search for roles that match your industry background and seniority level, then apply directly to each listing that fits your experience.
See All 118+ Service Quality Manager Jobs
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