Regroup Mass Notification®

Operations

• Lead the creation of SOPs for new sales processing (customer signature → invoice paid)
• Renewal lifecycle management (starting 6 months prior to renewal → closure or continuation)
• Map responsibilities and handoffs across Sales, Customer Success, Finance, and RevOps
• Define property ownership within HubSpot and establish SLA timelines
• Consolidate documentation in a centralized repository
• Build and execute QA processes to audit SOP adherence
• Ensure alignment with revenue recognition, AR best practices, and internal policies
• Review new SA’s before signature; collaborate on late payment procedures, invalid cancellations, and recovery strategies
• Support the design and monitoring of the full revenue assurance process

Sales Operations and Revenue Assurance Specialist

QA Engineer

• Monitor and evaluate customer interactions (tickets, chats, emails, calls, onboarding, and training sessions) for tone, accuracy, efficiency, and brand consistency.
• Track and analyze key QA metrics, including First Contact Resolution, SLA adherence, engagement, retention signals, and value communication.
• Deliver performance reports to leadership and team leads with actionable insights.
• Provide feedback and coaching to Support and Customer Success team members, collaborating on targeted development plans.
• Review and improve internal SOPs, escalation processes, and compliance with security standards (e.g., SOC 2).
• Identify learning gaps and partner with L&D to enhance knowledge bases, training, and onboarding materials.
• Capture and escalate customer pain points, product bugs, and feature requests to relevant stakeholders.
• Manage QA tools, evaluation workflows, and scoring systems to improve accuracy and efficiency.
• Promote consistent voice, tone, and approach across all customer-facing teams.
• Foster a culture of continuous improvement focused on customer experience and trust.

Sales Operations and Revenue Assurance Specialist

Client Service QA