Remote | Full-Time
Salary: $78,000 to $83,000 per year, based on experience
Reports to: VP of Operations

About DocuPet

DocuPet is the official pet registration provider for more than 250 jurisdictions across North America and is the largest and fastest-growing pet registration platform on the continent.

Our platform centralizes pet licensing, identification, and reunification tools to help communities return lost pets home faster while generating meaningful funding for animal welfare programs.

In addition to pet licensing, DocuPet offers specialized pet tags, an AI-powered pet tracker, a lost pet alert system, and is preparing to launch a first-of-its-kind pet parenting mobile app. Everything we build is designed to ensure every pet has a safe and happy home.

More than 6 million pets enter shelters each year. We exist to change that.

About the Role

We are seeking a strategic and hands-on Quality & Training Manager to lead quality standards, training strategy, and knowledge systems across our Customer Experience team.

This role oversees the Quality & Training Specialist and Content Specialist, providing clear direction, structured accountability, and ongoing development support.

You will strengthen and evolve our quality framework, guide the development of scalable training programs, support knowledge system integrity, and ensure clarity and consistency in how our agents communicate with customers.

You will partner closely with the CX Operations Manager to ensure quality and training initiatives directly support KPI performance and improve CSAT outcomes.

You will report to the VP of Operations and deliver monthly presentations outlining initiative progress, measurable impact, and OKR alignment.

What You Will OwnQuality Framework & Calibration

Co-own and continuously refine the quality framework in partnership with CX Operations
Define and reinforce what constitutes a high-quality interaction across channels
Partner with the Quality Specialist to review scoring trends and identify patterns
Lead calibration sessions to ensure scoring consistency across leadership
Identify recurring behavioral and knowledge gaps
Translate findings into structured improvement initiatives tied to KPI and CSAT impact

Training Strategy & Development Oversight

Set and guide the overall training strategy in alignment with quality findings and performance priorities
Partner with the Training Specialist to design and refine programs for system enhancements and process updates
Provide direction on structured soft skills and knowledge gap trainings
Oversee the development and continuous improvement of new hire curriculum and speed-to-proficiency benchmarks
Ensure knowledge checks and reinforcement loops are implemented consistently
Monitor training effectiveness using performance data and feedback trends, driving iteration where needed
Coach and support the Training Specialist to strengthen facilitation quality
Step in to lead or co-facilitate sessions when strategic alignment or high-impact initiatives require it

Knowledge Systems & Content Oversight

Set documentation standards to ensure clarity, consistency, and usability across knowledge systems
Partner with the Content Specialist to prioritize and refine Confluence documentation structure
Provide strategic direction on help desk resources including step-by-step guides and video content
Experience working within knowledge base or help desk platforms, with the ability to guide UX improvements and make hands-on updates when needed
Audit knowledge materials to ensure alignment with quality findings and performance goals
Identify content gaps contributing to customer confusion or repeat contact
Guide optimization of chatbot responses based on interaction trends and feedback
Oversee creation and auditing of email templates to improve clarity, positioning, and self-service adoption

CSAT & Performance Impact

Analyze quality data and customer feedback trends to identify root causes
Partner with CX Operations to prioritize initiatives based on highest business impact
Design and support programs that improve CSAT, FCR, and communication clarity
Track initiative effectiveness and refine strategies accordingly

Team Leadership & Accountability

Provide structured direction and development to the Quality & Training Specialist and Content Specialist
Hold weekly review meetings to assess findings, priorities, and progress
Ensure initiatives are executed with consistency and measurable impact
Foster clarity, ownership, and professional growth within the team

Executive Reporting

Deliver monthly presentations summarizing initiatives, trends, measurable outcomes, and OKR progress
Provide strategic recommendations for ongoing quality and training improvements

What We Are Looking For

5+ years experience in Quality Assurance, Training, or CX performance roles
Experience building or refining quality programs
Strong understanding of what defines a high-quality customer interaction
Experience designing structured training programs
Experience creating SOPs and scalable knowledge resources
Hands-on experience reviewing or guiding content creation including documentation and basic video production
Ability to analyze performance data and identify root causes
Experience tying quality initiatives to CSAT and KPI improvement
Strong facilitation and presentation skills
Experience developing specialist-level team members

We are looking for someone who is passionate about user experience, clarity, and education. Someone who believes that better training creates better customer conversations. Someone who sees gaps not as problems, but as opportunities to build smarter systems.

Let’s build something better together.

Job Types: Full-time, Permanent

Pay: $78,000.00-$83,000.00 per year

Benefits:

Casual dress
Dental care
Extended health care
Paid time off
Vision care
Work from home

Experience:

Quality or Training leadership in CX: 5 years (required)
Building or refining QA frameworks: 3 years (required)
Designing metric-driven training programs: 2 years (required)

Work Location: Remote

DocuPet

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