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
