WE’RE HIRING! JOIN OUR TEAM!
Position: QA Manager
Company: Baton (batonleads.com)
Location: 100% Remote (WFH)
Work Hours: Mountain Standard Time
About the Role
Baton is seeking a highly analytical and detail-oriented QA Manager to oversee quality assurance, compliance, buyer performance, and traffic quality across our call marketplace.
This role is responsible for monitoring call quality, publisher compliance, buyer performance, refund trends, and operational risks to ensure the marketplace maintains high standards of quality and accountability. The QA Manager will proactively identify issues, investigate root causes, and work cross-functionally with Publisher Management, Client Success, Operations, Sales, and Leadership to improve conversion outcomes, reduce preventable credits, and strengthen partner performance.
This is a highly visible role that combines quality assurance, compliance oversight, reporting, operational analysis, and process improvement.
Key Responsibilities
Credit & Refund Oversight
- Monitor credit and refund trends by buyer, campaign, publisher, sub-ID, and category.
- Identify recurring fail reasons, unusual approval rates, and emerging patterns.
- Investigate whether issues originate from traffic quality or buyer-side operational failures.
- Flag buyers with excessive refund requests or abnormal credit behavior.
- Develop recurring reports highlighting refund drivers and trends.
- Recommend corrective actions including routing adjustments, bid changes, publisher feedback, buyer coaching, and traffic filtering improvements.
Call Quality Assurance
- Review call recordings, transcripts, and call outcomes on a daily and weekly basis.
- Evaluate transfer quality, buyer call handling, and overall caller experience.
- Review AI-assisted call interactions where applicable.
- Identify fraud, coached callers, low-intent leads, wrong-service inquiries, compliance concerns, and other quality issues.
- Maintain a library of common quality issues, examples, and training materials.
Buyer Performance Monitoring
- Track buyer answer rates, connection rates, call handling effectiveness, and responsiveness.
- Identify buyers missing calls, creating poor caller experiences, or generating avoidable credits.
- Analyze operational issues impacting conversion performance.
- Surface trends by buyer, region, and campaign.
- Escalate performance concerns to Sales, Client Success, Operations, and Leadership teams.
- Support initiatives that improve buyer accountability and service levels.
Compliance Management
- Maintain publisher compliance records and documentation.
- Ensure required certifications, disclosures, traffic source information, and supporting materials are current and complete.
- Monitor renewal and recertification requirements.
- Review landing pages, disclaimers, and traffic source declarations for compliance.
- Investigate TCPA-related concerns and other compliance alerts.
- Escalate high-risk publishers or traffic sources when necessary.
- Maintain audit-ready compliance documentation.
Alert Monitoring & Investigation
- Monitor alerts related to fraud, TCPA risk, answer-rate issues, abnormal call behavior, and - refund spikes.
- Conduct root cause investigations and document findings.
- Recommend and track corrective actions.
- Collaborate with internal stakeholders to resolve recurring issues.
Reporting & Trend Analysis
- Develop and maintain QA scorecards and performance dashboards.
- Create recurring reports for leadership on:
- Traffic quality
- Buyer performance
- Refund trends
- Compliance risk
- Operational performance
- Translate data into actionable recommendations.
- Measure the effectiveness of implemented solutions over time.
SOP Ownership & Process Improvement
- Create, document, and maintain standard operating procedures for:
- Call reviews
- Compliance reviews
- Refund investigations
- Escalation management
- Quality assurance processes
- Standardize QA definitions, audit criteria, and review methodologies.
- Improve workflows between QA, Publisher Management, Sales, Client Success, and Operations.
- Assist with training and coaching around recurring quality and compliance issues.
Escalation Management
- Serve as the primary point of contact for quality and compliance escalations.
- Route issues to the appropriate teams and stakeholders.
- Track investigations through resolution.
- Identify systemic issues and implement long-term solutions.
Additional Responsibilities
- Audit call disposition accuracy and consistency.
- Review category mapping and call routing logic.
- Monitor buyer coverage failures and no-answer trends.
- Support dispute resolution through call reviews and documentation.
- Maintain training examples of approved versus non-approved traffic.
- Partner with Data and Engineering teams to improve dashboards, alerts, and reporting.
- Help establish thresholds for buyer warnings, pauses, and escalations.
Qualifications
Required
- 5+ years of experience in Quality Assurance, Compliance, Operations, Call Center Management, Lead Generation, Performance Marketing, or a related field.
- Strong analytical and investigative skills.
- Experience reviewing call recordings, transcripts, and performance data.
- Ability to identify trends and root causes across large datasets.
- Strong reporting and dashboard experience.
- Excellent written and verbal communication skills.
- Highly organized with exceptional attention to detail.
- Experience creating SOPs, documentation, and process improvements.
Preferred
- Experience in pay-per-call, lead generation, affiliate marketing, or call marketplaces.
- Familiarity with TCPA compliance and call tracking platforms.
- Experience working with publisher networks, buyers, and performance marketing ecosystems.
- Experience with AI-driven call handling or conversational AI platforms.
- Experience using CRM, BI, and reporting tools.
- Success Metrics (KPIs)
- Accurate and timely delivery of credit and refund trend reporting.
- Percentage of active publishers reviewed monthly.
- Percentage of high-risk buyers audited monthly.
- Time to investigate and escalate quality concerns.
- Reduction in preventable credits and refunds.
- Reduction in buyer-side answer rate and connectivity issues.
- Reduction in invalid, misrouted, or wrong-category calls.
- Compliance documentation completion and audit readiness.
- Alert investigation and resolution rates.
- QA audit volume, quality, and turnaround time.
What Success Looks Like
The successful QA Manager will create visibility into marketplace quality, identify risks before they become costly problems, improve buyer and publisher accountability, strengthen compliance standards, and help Baton maximize revenue by reducing preventable credits and operational inefficiencies.