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.