Who You Are

You are a product guru with a desire to understand the details of how and why things work. You are a caring teammate and patient mentor who is ready to go above and beyond to help others. Your interest in quality assurance and CS technology motivates you to learn new products and subject matter to affect change. You are a leader and a great communicator, ensuring that everyone understands the complex concepts and is on the same page.

We are looking for a creative, resourceful, and inventive Manager of Quality Assurance (QA) within our Customer Success (CS) department. Reporting to the Senior Manager of Quality Assurance and coaching, the Manager of QA will be tasked with making high-quality, actionable feedback for our employees a top priority within the CS group, along with scaling the QA function as the department continues to grow and mature. You will oversee the entire quality management process within the customer service department. This role involves ensuring that all customer service interactions meet or exceed the set quality standards, implementing quality management policies, and continuously improving customer service experiences. The ideal candidate will have a strong background in quality management, excellent leadership skills, and a deep understanding of customer service dynamics.

Your Success Profile

What You Will Work On

• Develop and implement quality management strategies and procedures in alignment with the company's objectives.
• Monitor and evaluate customer interactions to ensure compliance with quality standards.
• Lead and manage a team of quality analysts to assess customer service performance.
• Coordinate with customer service managers to identify training needs and develop training programs to enhance service quality.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Report on quality management performance to senior management, providing insights and recommendations.
• Ensure compliance with regulatory standards and industry best practices in customer service.
• Facilitate continuous improvement initiatives to enhance customer satisfaction and service efficiency.
• Manage and resolve complex customer complaints or issues that require a high level of discretion and judgment.
• Collaborate with other departments to integrate quality management practices across the organization.

How You Will Do Your Work

As a Manager, Quality Assurance, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 4-5 years of professional experience, ideally in a customer service or quality assurance-related role
• 3-5 years of people-management experience, preferably in customer service or quality assurance environment.
• Exceptional communication and interpersonal abilities.
• Comfort and experience leading a team through effective change management
• Proficient in Google Suite, CRM, and customer service communication platforms
  • Zendesk, Gong, Talkdesk, Medallia, and Maestro QA (or similar Quality Management software) are bonus

The base wage range for this position based in our New York City Office is targeted at $122,000 to $134,200.00 per year.

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