Quality Assurance Manager - SMB Sales

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