Quality Assurance Manager

Why Birdeye?Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from 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 90,000 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.Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.What You'll DoWe are seeking a dedicated and experienced Quality Assurance Manager to lead a team of fouremployees responsible for monitoring and ensuring the quality of our customer success, technicalsupport, retention, and implementation processes. The Quality Assurance Manager will play a critical role in maintaining high standards of service and delivering exceptional customer experiences.ResponsibilitiesTeam 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.RequirementsBachelor'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.Successful candidate will report in CST Hours and full remote work setup.If you are a seasoned communication trainer looking for a fulfilling role with an organization dedicated to personal and professional development, we encourage you to apply.To apply, please send your resume, a cover letter, and any relevant certifications.Why You’ll Join UsAt Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done.Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.