Senior Manager, Quality Assurance
Who We Are:
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.
About the Role:
The Senior Manager of Quality Assurance is responsible for designing and operationalizing the Adherence and QA Program for Sales & Customer Success from the ground up. This new program will create an infrastructure for Sales & CS management to monitor and report on rep & customer interactions at scale. This individual will collaborate with Sales & CS VPs, Knowledge Management and Enablement Managers to outline auditable processes, KPIs, reporting and the logistics required to implement the Program across all segments, while ensuring its efficiency and effectiveness. Success criteria for this role include but are not limited to successful implementation and embedding of the program, stakeholder participation that meets or exceeds goals & stakeholder satisfaction surveys.
KeepTruckin’s Enablement Team plays a critical role in the strategic implementation of key business initiatives. Every team member has a crucial part in helping us fulfill our mission: To ensure that new and existing customer-facing team members are educated and equipped with the information they need to thrive in their roles.
We are a group of “A players” that adapt quickly to changes stemming from KeepTruckin’s dynamic go-to-market strategy and environment. Every team member builds a great working relationship with his or her counterparts in Sales, CS, Product, Product Marketing, Enterprise Systems, and all other stakeholders and works to ensure each customer-facing team member has what he or she needs to succeed at KeepTruckin.
What You'll Do:
- Build and continually evolve a world class Adherence and QA program designed to ensure the KT customer experience is consistent and exceeds standards across all channels and touch points
- Where possible, use speech and text analytics to understand prospect and customer challenges
- Manage all program logistics, including but not limited to:
- Use the Adherence & QA Program to identify quality insights, and inconsistencies in service through the program at a macro level. Perform root cause analysis with corrective and preventive action plans
- Architect a closed-loop process
- Drive creation of dashboards digestible at all levels, exec-level to front line
- Create a program evaluation process for ongoing program refinement
- Organize periodic calibration sessions with both leadership and program participants to ensure consistency in the evaluation process
- Own and dive deep into NPS/CSAT reporting to identify root causes and recommend/implement process improvements
- Create new ways to receive and track relevant customer feedback
What We're Looking For:
- 7+ years formal training or experience in QA or Voice of Customer for a large-scale customer contact operation
- Expert using Excel, Google Sheets, and/or mid-level expertise in SQL (BI, Tableau)
- Expert ability to analyze, synthesize, and communicate insights on member experience and member feedback
- Excellent communicator (both verbally and in writing)
- Prior experience supporting a strong Adherence and/or QA program for a Sales or GTM team
- Prior experience defining and refining rubrics, behavioral statement evaluations and other forms of qualitative analysis
- Experience with Salesforce, SalesLoft, CallMiner or other relevant platforms
- Ability to provide analytical, reporting and data analysis
- Strong analytical skills and ability to solve problems involving several options in situations.
- Demonstrated ability to lead through ambiguity and actively build solutions for gaps that are slowing or blocking our ability to achieve results
- Experience applying Lean Six Sigma or other Operational Excellence methodologies preferred
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.
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