Correspondence Quality Assistant Manager

We are hiring a Correspondence Quality Assistant Manager to lead a team responsible for performing quality audits on outgoing correspondence, including both electronic and printed letters, prior to release or mailing. This team serves as a final quality checkpoint to prevent defects, rework, and compliance issues in outgoing correspondence. The assistant manager ensures all materials meet established correspondence standards, internal style guidelines, and business requirements for accuracy, readability, and formatting. This position also oversees the quality review of letter templates before they are approved for production use. 

The Quality Assistant Manager is a hands-on working supervisor who performs audits alongside the team as needed, provides coaching and development, tracks quality performance, and works closely with other departments involved in the correspondence and mailing process. The Quality Assistant Manager drives continuous improvement initiatives, ensures alignment and efficient workflows, and develops team capabilities to support scalable growth.
 

Team Leadership & Development

• Lead and support a team of quality auditors and proofreaders responsible for correspondence review
• Provide day-to-day guidance, training, and coaching to reinforce quality expectations and improve accuracy
• Serve as a hands-on working supervisor by completing audits and stepping in during peak workload periods
• Conduct regular one-on-one check-ins, performance discussions, and quality feedback sessions
• Support employee development through mentoring, skills training, and targeted quality improvement efforts
• Participate in hiring, onboarding, and performance evaluation activities as applicable

Quality Oversight and Auditing 

• Supervise and perform quality audits of outgoing electronic and printed correspondence prior to release or mailing
• Proofreading correspondence letters and meticulously correcting grammatical, punctuation, formatting, and spelling errors (electronic letters and printed letters)
• Perform quality reviews of letter templates submitted by other departments to ensure compliance with company standards before approval for use
• Verify that all variable and editable information is correctly populated in tables, fields, and data-driven templates
• Identify defects, inconsistencies, and compliance issues in correspondence and templates and document findings
• Sort, count, and proofread printed letters to ensure quality standards are met prior to mailing
   
  

Quality Reporting & Data Management

• Track, analyze, and report audit results, error trends, and overall quality performance
• Maintain quality data using spreadsheets and standard reporting tools
• Identify recurring issues and common error patterns and communicate results to leadership and business partners
• Support corrective actions and process changes aimed at improving correspondence quality and reducing rework

Cross-Functional Collaboration

• Communicate quality findings and recommendations with departments involved in correspondence creation, template development, and digital processing center operations
• Partner with operations, production, compliance, and other stakeholders to resolve quality issues and clarify standards
• Lead continuous improvement efforts related to correspondence quality and pre-mail review processes

Physical Requirements

• Ability to stand for extended periods
• Ability to lift, carry, and move materials weighing up to 10–20 pounds

Required

• Bachelor’s degree in English, Journalism, Communication, or a related field
• Experience in quality assurance, auditing, proofreading, or correspondence review
• 5+ years previous supervisory or lead experience in a quality environment
• Excellent attention to detail and written communication skills
• Familiarity with document governance, compliance requirements, or internal style guides
• Experience tracking quality data and preparing reports using spreadsheets or similar tools
• Ability to work in a fast-paced, deadline-driven environment
• Experience identifying quality trends and supporting process improvement initiatives

Preferred

• Exposure to mail room operations or high-volume correspondence environments

Skills & Competencies

• Practical, hands-on leadership style
• Strong analytical and problem-solving skills
• Strong grasp of the English language and syntax
• Excellent attention to detail and the ability to work efficiently within strict deadlines.
• Strong organ