Quality Assurance Manager - SMB Sales

• 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