The QA Manager will be instrumental in developing the SMB Sales quality assurance program.
Responsibilities include designing sales training, safeguarding the company's reputation, and
coordinating with cross-functional teams to ensure high quality and efficient customer interactions.
Required Qualifications
- 5+ years of experience in a similar management role
- Comprehensive understanding of the SMB sales lifecycle
- Expertise in utilizing CRM platforms and various sales technologies
- Advanced analytical skills in Excel to convert data into actionable strategic insights
- Expertise in leveraging call recording software and advanced call analytics
- Strong communication skills for team alignment and motivation
- Commitment to continuous process improvement and workflow optimization
Key Responsibilities
Lead & Elevate
- Direct the QA team to meet established quality standards
- Conduct call reviews and coaching sessions to improve agent skills
- Develop and implement scorecards and evaluation frameworks
- Collaborate with Sales Leadership to support SMB market expansion
Cultivate & Enable
- Develop and conduct training for new and existing sales talent
- Manage and update Wiki resources and sales scripts
Guardian of the Brand
- Monitor and analyze CSAT and NPS data to improve the company's reputation on platforms like
- BBB, Trustpilot, and G2
Additional Details
- Compensation: Depends on Experience (DOE)
- Benefits: Company-subsidized Benefits
- Events: Company Summer and Winter parties
- Raffles: Company raffles including MacBooks, iPads, drones, Apple Watches, TVs and cash prizes
