Quality Assurance Operations Manager

last updated September 21, 2022 21:35 UTC
There’s a lucrative career path for you here at Community Phone, with leadership opportunities opening up all the time. We’re growing 500%/year and need great people to help us build an amazing company.

About You

You know sales and you know systems. You cannot stand for anything less than high-quality customer interactions. You know how to measure, and create systems that help you continually take yourself out of the process, and put those evolving pieces into the system. You are a builder at your core, and love a complex challenge with lots of moving pieces.

What You’ll Do (Before You Build Your Team)

Monitor inbound & outbound calls & chats, and evaluate agents’ performance on quality of service; create reports using the (evolving) quality score for every rep, as well as highlighting potential areas for improvement.

Monitor calls and chats, and own the associated CRM & Billing System hygiene, and overall data quality related to sales.

Provide actionable insight (to management, and reps) on what impacts sales and what impacts churn.

Conduct at least one one-hour, live, 1-1, coaching & shadowing sessions per week with each rep, to improve the performance of reps, and deliver feedback and training.

Train new reps on the product, pricing, script, and systems.

Track performance on a team and individual level.

Apply info ->

To apply for this job, please visit jobs.ashbyhq.com

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