Customer Operations Training and Quality Assurance Lead

Exceptional customer experiences start with well-equipped teams and clear standards. As our Customer Operations Training and Quality Assurance Lead, you will build the programs that help our teams perform at their best, from onboarding and continuous development to quality frameworks and coaching. Reporting to the Customer Self-Service Manager, you will play a key role in shaping and delivering the next phase of our customer service training and quality assurance program. 

• You own the AI QA system. The platform, the rubric, the prompts, and the human spot-check that tells us the scores are still right. A score nobody trusts is worse than no score at all, so start here. 
• Scoring tells us weekly where quality is slipping. Deciding what to do about it is yours, both for individual agents and for whatever the whole team is getting wrong. Then chase it and confirm it happened. 
• Training changes when the data says so. Build what agents are actually getting wrong. Cut the modules that aren't worth the hours. 
• New agents take too long to get fully productive. Make agent ramp up more efficiently and be able to say what drove it. 
• Our bot handles a lot of contacts. Your job is to check whether the ones it called resolved really were, hand the playbook and knowledge owners specific fixes, and come back with how many got closed. 
• The one that matters most: tie all of it back to first contact resolution and repeat contacts. If the link isn't there, say so.