Quality and Compliance Manager

Legacybox LLC

Job Overview

Location

Chattanooga

Job Type

Full-time

Full Job Description

📋 Description

• The Quality and Compliance Manager is a new and critical function at Legacybox, responsible for ensuring high standards across customer interactions by evaluating performance, identifying gaps, and building systems that drive consistency and scalability.
• Day to day, the role involves conducting QA evaluations across phone, email, and chat; auditing tickets and calls for compliance (especially PCI and data handling); maintaining and improving the macro library in Gorgias; writing and updating SOPs for all support channels; owning the onboarding and ongoing training programs for agents; and creating training materials such as guides, slide decks, and videos.
• The role sits within the Customer Experience (CX) team, reporting directly to the VP of CX, and works closely with Team Leads and Managers to provide data, tools, and materials that enable effective coaching and agent performance.
• In this role, the individual will develop expertise in quality assurance, compliance, instructional design, and process documentation; build scalable systems that impact every agent; and have the opportunity to grow into a leadership role as the QA function expands.

🎯 Requirements

• 3 years of experience in a CX, contact center, support operations, or learning and development role
• Demonstrated QA experience including evaluating interactions, building scorecards, and delivering feedback
• Experience writing SOPs, process documentation, or operational guides that are clear and actually used by teams
• Proficiency in Google Slides, PowerPoint, or equivalent tools for creating polished presentations
• Experience creating training content such as slide decks, written guides, or recorded walkthroughs
• Ability to work cross-functionally with Team Leads and report upward to the VP of CX

🏖️ Benefits

• Healthcare coverage including medical, dental, and vision plans
• Health Savings Account eligibility
• Retirement plan with employer match, available after six months for employees age 21 or older
• Paid parental leave
• Paid time off, accrued bi-weekly
• Free 24/7 access to TextCare for medical support

Skills & Technologies

Onsite

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Legacybox LLC

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About Legacybox LLC

Legacybox is a digital media company that digitizes home movies and photos. Customers send in their old media, such as VHS tapes, MiniDV tapes, DVDs, and photos, to Legacybox. The company then professionally transfers these analog formats into digital files, which are delivered on a USB drive or via cloud download. Legacybox serves individuals looking to preserve their cherished memories and make them accessible for future generations. They operate within the media conversion and digital archiving industry, offering a service that bridges the gap between outdated media formats and modern digital accessibility.

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