Quality Assurance Manager, Customer Success
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
About this roll* (Responsibilities)
- Will manage a team of Quality Assurance Analysts to hit Quality review requirements
- Track metrics such as QA variance, roster achievement goals, and agent review reporting
- Provide senior leadership with trending QA data and action plans for lowering any potential adherence gaps
- Communicate cross-functionally with multiple departments within Customer Success to align on OKR’s and day to day needs
- Improve Quality Assurance tool to scale automation and speech analytics
- Systems/Tools Proficiency
- Strong Excel skills
- Salesforce experience & reporting
Do you have the right ingredients*? (Requirements)
- Previous people management experience required
- Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations
- A passion for mentoring and developing others
- Comfortable presenting and have the ability to command an audience
- Strong analytical skills with proven success developing performance metrics and other measurable business processes and tasks
- Able to transform data and analysis into insights and recommendations to inform the strategic direction of the Care organization
- Ability to manage ambiguity and operate independently
- Ability to motivate a team and track performance goals
- Proactively communicate new ideas for improvement
- Strong leadership, teamwork, communication, and collaboration skills
- Highly motivated, passionate overachiever, and team player
Our Spread of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
*Bread puns encouraged but not required
#LI-LD1
#LI-REMOTE
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
For roles based in the United States: As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.