Manager, Quality Assurance
Once upon a time, local businesses could attract customers through advertising and word of mouth. However, that has all changed. Today consumers choose where to spend their money based on online reputation and digital experiences. Modern companies must deliver exceptional experiences that create repeat customers and need a platform that can do this at scale. Local businesses often need help to overcome the complexity and inefficiencies of using multiple applications to manage and optimize their marketing and customer experience operations. Their use of fragmented point solutions keeps them from achieving true customer insights and acting upon them in real time.
This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 120,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.
Birdeye is the leading all-in-one platform trusted by over 120,000 businesses of all sizes to manage online reputation, connect with customers, and generate insights. Founded in 2012 by Naveen (the 2021 EY Entrepreneur of the Year) and Neeraj Gupta, Birdeye is based in Palo Alto, CA, and backed by investors Marc Benioff, Jerry Yang, and Accel-KKR. Learn more at birdeye.com.
We are seeking a dedicated and experienced Quality Assurance Manager to lead a team of four employees responsible for monitoring and ensuring the quality of our customer success, technical support, retention, and implementation processes. The Quality Assurance Manager will play a critical role in maintaining high standards of service and delivering exceptional customer experiences.
Role and Key Responsibilities:
- Team Leadership: Lead and manage a team of four quality assurance analysts, providing guidance, coaching, and support to ensure they meet and exceed performance expectations.
- Quality Monitoring: Develop and implement comprehensive quality assurance processes for customer success, technical support, retention, and implementation activities.
- Performance Evaluation: Regularly assess the performance of employees within the team, providing constructive feedback and creating improvement plans as needed.
- Metrics and Reporting: Define and track key performance indicators (KPIs) to evaluate the effectiveness and quality of customer interactions and processes.
- Process Improvement: Collaborate with relevant departments to identify areas for process improvement and implement changes to enhance customer satisfaction and retention.
- Training and Development: Develop training programs and materials for employees to ensure they are well-equipped to deliver high-quality services and meet performance standards.
- Quality Audits: Conduct regular audits and assessments to identify non-compliance issues, areas of improvement, and opportunities to streamline operations.
- Customer Feedback Analysis: Analyze customer feedback and data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
- Documentation and Documentation Control: Maintain accurate records of quality assessment
- results, processes, and improvement initiatives. Ensure proper documentation control and adherence to compliance standards.
- Continuous Improvement: Stay up-to-date with industry best practices and quality assurance trends, and drive continuous improvement initiatives within the team and organization.
Key skills & knowledge:
- Bachelor's degree in a relevant field (e.g., business, management, quality assurance).
- Proven experience in quality assurance for 7 years or a related role, with at least 3 years in a leadership or managerial position.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in quality assurance software and tools.
- Knowledge of customer success, technical support, retention, or implementation processes is a plus.
- Quality assurance certification (e.g., Six Sigma) is a plus.