Quality Assurance Operations Manager
Description
Our mission:Community Phone is a venture-backed, Y-Combinator graduate with a simple mission: make the phone more powerful.
In the smartphone revolution, we’ve forgotten about the phone; it’s become obsolete technologically. It serves us spam calls or requires small business owners to learn technical concepts like VoIP (Voice over IP or internet calling).
In 2022 we grew our recurring revenue by over 400% while discovering profitable channels ready for optimization and scale.
Our team expanded from 17 people in January to 70+ in November. Our customers now include KFC, AT&T, dozens of state and local governments, and General Motors (as well as consumers around the US).
Our investors are the same early investors in companies like Reddit, DropBox, Airbnb, Twitch, and Lyft. Our culture is customer-centric and believes happy customers are the best salesforce on the planet!
Note: This is a startup. We're growing 500%/year and our main challenge right now is ensuring that every sales call meets our high standards of excellence. We measure pitching and listening skills, rapport-building skills, accurate data entry into our CRM and billing systems, and more. We want to hire someone who has done this before, or has significant experience doing something similar. If you have never worked at a startup, this may not be a good fit. It's fast-paced, and we're building everything from scratch.
About You:You're a sales and systems expert
You're customer obsessed
You know how to measure, and create systems that help you continually take yourself out of the process, and put those evolving pieces into the system
You are a builder at your core, and love a complex challenge with lots of moving pieces
Monitoring inbound & outbound calls & chats and evaluating agents' performance; creating reports using a quality score for each team member, as well as highlighting potential areas for improvement
Monitoring calls and chats, owning the associated CRM and Billing System hygiene, and overall data quality related to sales
Providing actionable insight cross-functionally on sales and churn
Conducting 1-1 coaching and shadowing sessions per week with each team member
Training new team members on the product, pricing, script, and systems
Tracking performance on a team and individual level