Manager II, QA

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About The Quality Team

The Quality Team’s mission is to accelerate Thumbtack’s business performance by evaluating interactions and uncovering insights that elevate experiences and mitigate risks. We monitor and analyze conversations between pros/customers and our operations teams to ensure every interaction aligns with Thumbtack’s quality standards. By identifying trends, surfacing root causes, and driving data-informed improvements, we help teams enhance both efficiency and customer satisfaction. Our work ensures that every customer/pro touchpoint builds trust and contributes to Thumbtack’s mission of making it easy for people to care for and improve their homes.

About The Role

As a QA Manager, you will lead the daily operations of the Sales/Success Quality team, ensuring that evaluations of customer and pro interactions are accurate, calibrated, and delivered on time. You will lead and develop QA Analysts, facilitate calibration sessions, and translate audit results into actionable insights that drive performance across our operations teams. Partnering closely with Operations, Enablement, and Product Operations teams, you’ll ensure alignment on priorities and help teams act on quality trends and root causes. You’ll be expected to understand operational metric performance through the lens of quality data and collaborate cross-functionally to drive continuous quality improvement across the organization.

What You’ll Do

• Lead and manage the day-to-day operations of our Sales/Success Quality team, ensuring timely and accurate delivery of audits and insights.
• Drive calibration and scoring consistency across programs, teams, and QA analysts.
• Analyze QA data to uncover trends, root causes, and correlations to key operational metrics.
• Partner cross-functionally with Operations, Enablement, and Product Operations teams to translate QA insights into process, policy, and performance improvements.
• Oversee the development and refinement of QA forms and monitoring methodologies to align with business objectives.
• Coach, mentor, and develop QA Analysts to strengthen analytical skills, calibration accuracy, and impact.
• Represent QA in meetings, business reviews, and planning sessions, providing data-driven recommendations to improve customer and pro experiences.
  
  

In order to be successful, you must bring

• 3–5 years of experience in Quality Assurance with at least 1–2 years in a leadership or people management role. Strong advantage for experience managing quality programs in a sales or revenue-generating campaign.
• Strong analytical and problem-solving skills with the ability to interpret quality data and connect insights to operational performance.
• Proven experience developing and executing QA programs, scorecards, or calibration frameworks in a contact center or sales/ success operations environment.
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and drive alignment.
• Demonstrated ability to coach and develop team members, fostering a culture of accountability and continuous improvement.
• Proficiency with QA and analytics tools (e.g., CRM, QMS, or BI tools). Experience using auto-QA or AI-assisted QA platforms is a strong plus
• Deep understanding of sales/customer success principles, compliance standards, and process improvement best practices.
  
  

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected].

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.