Responsibilities
Team Intro:
USDS Global E-commerce function is looking for a Quality Program Lead to be responsible for building and delivering an effective Quality Assurance program within the Service Delivery team. Our mission is to provide world-class service and experience for customers, merchants, and creators. The role is responsible for setting up the quality standard across our service delivery framework, driving consistency and improving satisfaction. We are open to hiring for this position in Los Angeles, CA.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
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Responsibilities:
- Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
- Build and lead a regional quality assurance program across several lines of business.
- Train new hires and manage the team on a day-to-day basis including coaching and performance management.
- Drive root cause analysis, and implement business insight programs and initiatives to drive improvement of people, process, policy and product issues impacting customer service metrics such as first contact resolution, CSAT, productivity, and resolution time.
- Implement clear overall quality strategies with scalable processes, tools and systems.
- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.
- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
- Collaborate with contact center operations and cross-functional teams to define action plans that resolve issues and drive continuous improvement.
- Support for QA tool readiness and train-the-trainer (TTT) sessions.
- Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.
Qualifications
Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- 5+ years managing global contact center teams and 3+ years in quality assurance
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Customer focused and proven results of improving the customer experience delivered by a rapidly growing team
- Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.
- Highly motivated, able to motivate and lead high performing teams.
Preferred Qualifications:
- Experience in E-commerce or marketplace platforms is a plus.
- Experience within Customer Service is a plus
- Experience working with and managing outsourced vendors.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $104711 - $192533 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.