Quality Manager - Nashville, TN

As the Quality Manager, you will oversee the day‑to‑day operations of the Quality Assurance (QA) team and ensure that agents consistently meet the program’s quality standards when supporting law enforcement agencies. In this role, you will manage QA workflows, monitor performance trends, and ensure evaluations are conducted accurately and consistently, in alignment with program requirements. You will work closely with the Training, Operations, and Knowledge Management teams to identify performance gaps, recommend improvements, and contribute to developing processes and resources that strengthen agent accuracy and compliance. Your leadership ensures the program maintains high‑quality service delivery and that agents are equipped to provide reliable, timely support to partnering law enforcement entities. This position is based on site at our Nashville location. Because the center operates 24/7, the Quality Manager must be able to support a team working across multiple shifts—including evenings, weekends, and holidays. *Position is contingent upon contract award* Must be a US Citizen Must have the ability to pass a federal background check.