Quality Assurance Lead – Trust & Risk
| Company | WhatNot |
|---|---|
| Location | San Francisco, CA, USA, Los Angeles, CA, USA, New York, NY, USA, Phoenix, AZ, USA |
| Salary | $90000 – $110000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years in Operations or contact center environments
- 3+ years in quality assurance
- Preferred experience in Trust & Risk or Fraud
- Prior experience with Zendesk, QA software, data platforms such as Sigma, familiar with Excel/Google Sheets
- Familiarity with working with large, diverse customer support, and operations organizations (preferred)
- Experience in startups, marketplaces, or e-commerce (preferred)
- Experience in multichannel support operations (chat, email, sms, phone)
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication skills, both verbal and written
- Proven ability to manage complex processes across internal and external teams
- Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment
Responsibilities
- Own and iterate QA processes, playbooks, rubrics and sampling methods to ensure fair representative scoring across all user segments and channels
- Oversee the monitoring and assessment of customer service interactions across various channels to ensure compliance with company standards and policies
- Review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and areas for improvement
- Offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction
- Work closely with customer experience managers, training teams, and other stakeholders to address quality issues, develop best practices, and implement process improvements
- Supervise and mentor a team of Quality Assurance Specialists, providing guidance, support, and professional development
- Hold regular calibration meetings to drive alignment and improvement across our in-house and partner teams
- Monitor reviewer variance and ensure consistency through audits and feedback loops
- Partner with external vendor management to ensure the consistent delivery and measurement of quality programs across the enterprise
- Responsible for driving continuous improvements within customer satisfaction scores
Preferred Qualifications
- Preferred experience in Trust & Risk or Fraud
- Familiarity with working with large, diverse customer support, and operations organizations (preferred)
- Experience in startups, marketplaces, or e-commerce (preferred)