Analysis Skills, Apple, Apple iPad, Coaching, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Leadership, Process Improvement, Quality Assurance, Quality Management, Quality Metrics, Sales, Sales Cycle, Sales Support, Scorecarding, Scripting (Scripting Languages), Technology Sales, Training Program, Training/Teaching, Unmanned Aircraft Systems (UAS), Wiki
Are you a game changer ready to transform our SMB Sales division? We are seeking a dynamic Quality
Assurance Manager to be the driving force behind a world class customer experience. This pivotal role
will dramatically elevate sales productivity, perfect our training programs, safeguard our brand reputation,
and optimize internal efficiency.
The Mission
The QA Manager will be instrumental in developing the SMB Sales quality assurance program.
Responsibilities include designing sales training, safeguarding the companys 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 companys 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