Quality Assurance Manager - SMB Sales

Job description

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 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