Team Captain, Quality Assurance

Role Overview

• Overseeing the quality and performance standards of your team’s day-to-day work.
• Serving as the primary escalation point for quality-related issues.
• Partnering closely with the Client Experience Manager.
• Collaborating across accounts to share QA insights and standardize best practices.
• Leading SolidRoad implementations and optimizations.
• Conducting trend analysis and data reporting.
• Supporting QA workflow design and continuous improvement initiatives.
• Monitoring attendance and punctuality and other people issues of all team members.
• Providing feedback derived from QA trend and audit analysis to support targeted performance improvement.
• Ensuring that team members' and equipment needs are met to sustain service levels.
• Recommending/suggesting relevant alternatives to the product or tool being used.
• Working with the People Development Manager to make recommendations for team member’s career path.
• Contributing to the ongoing development of customer support and success processes.
• Identifying opportunities for continuous improvement and additional client value.

Requirements

• Curious and authentic, just like us! #beboldr
• Passionate about learning and developing relationships with clients
• Analytical and a problem solver
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by listening and being solutions-oriented
• Fluent and articulate with strong writing and clear presentation abilities
• persuasive but empathetic
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions
• Bachelor's/College degree in a relevant discipline you’re passionate about!
• 3+ years of supervisory experience in a related field (especially Quality Assurance and Customer Support).
• Experience supporting SaaS products or troubleshooting experience (calls, chats, emails and SMS)
• An interest in data trends and analysis and a natural ability to spot patterns across large sets of data
• A general understanding of quality assurance.
• Intermediate knowledge of CRM systems (i.e. Zendesk, Intercom strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• User experience and implementation of QA tools a plus
• Willingness to learn about Data Science and Machine Learning
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.

Tech Stack

• Cloud