Senior Manager, Customer Service
Sesame
Quality Assurance Manager, Sales
Wayfair
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteSalary
💰 $89,100 - $110,000 per year
Job Level
SeniorLead
About the role
- Develop and drive a comprehensive 12-month roadmap for the Quality Assurance team.
- Identify opportunities to enhance existing processes, including leveraging automation, transcription, and data science models to improve efficiency and effectiveness.
- Partner with Sales Leaders and Sales Training to pinpoint pain points and key opportunities for improvement.
- Lead and mentor a team of quality analysts, ensuring they have the tools and support to accurately measure and improve agent performance.
- Manage the development and enhancement of quality rubrics and reporting, using data to draw conclusions and drive improvements.
- 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
