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CX Quality Assurance Manager

Directly


1 week ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: QA


Join our fast-growing, highly collaborative, cross-functional team where you’ll be conducting deep analysis and using data to build out our conversational QA program. As a Quality Manager for Directly, you’ll lead a team of Quality Specialists and take the lead on discovering new ways to raise the bar on the quality of interactions between our Experts and customers. You’ll analyze the integrity of quality data and utilize QA to develop strong feedback loops. You’ll work to make sure that the delivery of quality metrics is timely and reliable while working closely with stakeholders across the organization to provide insights and improve performance.
 
 
Responsibilities
  • Lead and grow Directly’s Quality Team and develop frameworks and methodologies to scaling the global quality program
  • Ensure customer interactions are evaluated effectively and quantitatively by the QA team and perform routine calibration
  • Uses quality monitoring data to compile and track performance at team and individual levels and use to share feedback, coach, and remove CX experts 
  • Maintain and improve operational QA processes, documentation, SLAs, and KPIs
  • Perform data analysis and build reporting by using data visualization tools, intermediate to sophisticated spreadsheet functions and SQL querying 
  • Identify and solve for gaps in the QA program
  • Monitor and report Quality metrics, deep dive and identify trends/root causes
  • Recommend, own and drive performance improvement areas
  • Confidently use data and analytics to answer broad, ambiguous questions that significantly impact network performance and our customers’ experience
  • Interface with our customers to discuss Quality strategy, insights, and regular calibration
  • Leading collaboration across levels and departments to champion awareness, understanding, and utilization of customer feedback to improve the customer experience
 
Requirements
  • 5+ years of experience in contact center or customer support role, with a large portion in Quality/QA management
  • 2+ years of people management experience (teams of 5 or more)
  • Proven track record of analytical skills; you enjoy diving deep into data
  • Hands-on experience in the customer service space, CX quality assurance, and/or leading contact center quality assurance and/or voice of the customer programs
  • Examples of data visualization abilities and understanding of support metrics
  • Perception of basic business metrics and how support impacts those
  • Problem-solving capabilities to create meaningful strategies to improve support quality
  • Outstanding communications skills with a demonstrated ability to build business relationships at all levels of the organization
  • Experience writing SQL queries to gather and analyze data in order to make strategic business decisions, OR more advanced Excel / Google Sheets skills
  • Passionate leader who is able to motivate and build a high performing quality team
  • Bachelor's degree or equivalent experience
At Directly, we are focused on building a dynamic and inclusive community where everyone can do the best work of their lives. Directly is an equal opportunity employer and committed to creating an inclusive environment. We hire, develop, and retain the most talented individuals by celebrating our diverse cultures, perspectives, skills, and experiences.
 
 
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Directly delivers world-class customer service for leading Fortune 500 brands by thinking differently. We crowdsource talented experts from outside of your organization, and in tandem with best-in-class artificial intelligence, transform the way customers interact with your brand.
 
Companies like Airbnb, Microsoft, and Samsung use the Directly platform to improve the customer experience, boosting CSAT by 20%, while saving millions per year. 
 
We are based in San Francisco and backed by Microsoft’s M12 Ventures, Samsung NEXT, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners, and Northgate Capital.
 
Directly has an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join us and contribute to our culture of curiosity, authenticity, and innovation!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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