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Stellantis · 19 hours ago

Quality Assurance Manager - NA Customer Care

Auburn Hills, MI

Full-time

Onsite

Mid, Senior Level

Stellantis is a global automotive company, and they are seeking a Quality Assurance Manager for North America Customer Care. This role is responsible for leading the strategy and execution of Quality Assurance processes to ensure a world-class customer experience across various contact channels.

AutomotiveIndustrial ManufacturingRetailTransportation

H1B Sponsor Likely

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

Quality Assurance processesSpeech/Text AnalyticsQualtrics Intelligent MonitoringGenAI tools developmentCross-Functional CollaborationAnalytical skillsCommunication skills

Required

Lead the strategy, governance, and execution of all Quality Assurance processes across Customer Care contact channels

Ensure consistent delivery of a world‑class customer experience by defining quality standards, monitoring performance, enabling operational improvement, and driving alignment between Customer Experience (CX), Customer Care Operations, and key supplier partners

Oversee the end‑to‑end quality ecosystem—quality form development, calibration routines, survey design, speech/text analytics monitoring, and correlation of quality attributes to customer satisfaction outcomes

Serve as the steward of the North America NSAT survey structure, ensuring global alignment, methodological integrity, and actionable insights

Manage and coordinate call listening procurement, curation, and delivery for 'From the Headset' leadership reviews and all ad hoc leadership listening requests

Integrate Qualtrics Intelligent Monitoring leading‑indicator insights into everyday operations, with regular reporting to Mopar Leadership

Conduct deep‑dive analysis of escalations and emerging issue patterns to drive systemic corrective actions and measure long‑term outcome prevention

Provide subject‑matter leadership in the development, training, and quality monitoring of GenAI tools as they scale within Customer Care