Sales Quality Assurance Manager

The salary range for this position is $89,100 - $110,000. The base salary  offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units will be provided as part of the compensation package.

Who We Are

The Sales Quality Assurance team is at the heart of our commitment to customer excellence. We ensure that every sales conversation, whether with a business or an individual customer, is of the highest quality. We do this by developing and implementing strategies that not only drive profitable growth but also create exceptional customer experiences.

What You'll Do

As a Sales Quality Assurance Manager, you'll lead a team of analysts focused on maintaining and elevating the quality of our sales conversations across both B2B and B2C channels. You will be responsible for creating and executing a robust quality assurance roadmap that leverages technology, data, and human expertise. You'll work cross-functionally with sales leadership, training, and technology partners to identify and solve problems, ensuring consistency and excellence in our sales practices.

Your key responsibilities will include:

• Strategic Planning: Develop and drive a comprehensive 12-month roadmap for the Quality Assurance team.
• Process Improvement: Identify opportunities to enhance existing processes, including leveraging automation, transcription, and data science models to improve efficiency and effectiveness.
• Cross-Functional Collaboration: Partner with Sales Leaders and Sales Training to pinpoint pain points and key opportunities for improvement.
• Team Leadership: Lead and mentor a team of quality analysts, ensuring they have the tools and support to accurately measure and improve agent performance.
• Measurement & Analytics: Manage the development and enhancement of quality rubrics and reporting, using data to draw conclusions and drive improvements.
• Technology & Innovation: Collaborate with technology partners to provide feedback on tools, influence their roadmaps, and explore new solutions.

Requirements:

• Bachelor’s degree in Business or Finance
• 7+ years’ experience working in a contact center environment running quality programs
• 5+ years leadership experience
• Sales experience a plus
• Evidence of solving problems through a mix of critical thinking, persuasion, relationship building, and scrappiness
• The ability to analyze data, draw conclusions, and create reporting
• Experience using AI powered Quality analytics tools
• A proven track record of providing feedback on existing processes and providing recommendations for improvement 
• A customer-first orientation; able to set a direction and work alongside a team to bring that vision to life
• Excellent relationship-building skills both within the a team environment and throughout an organization ranging throughout all levels of the organization