Senior Support Quality Manager at Noom (Remote)

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Role Overview 


Noom is a leading global digital health company focused on helping people live healthier lives through behavior change. We’re a mission-driven, high-growth organization that’s powered by science, technology, and world-class talent. 


Our Support team is seeking a Senior Quality Manager to help our team grow!


What you’ll be doing:

  • Build and lead Noom’s fast growing quality team and develop consistent methodologies for our global quality program. 
  • Design a quality program that directly delivers customer satisfaction improvements. 
  • Partner with internal stakeholders and collaborate closely with experts regarding QA data integration with other performance metrics. 
  • Leverage QA insights to drive valuable customer and operations insights. 
  • Ensure customer interactions are evaluated effectively and quantitatively, while meeting our quality standards. 
  • Plan, coordinate and direct global quality assurance activities designed to promote outstanding, world-class customer service.
  • Partner with the learning & development team to help prioritize initiatives based on quality. 
  • Curate QA team communications, strategy, and team development. 


What we’re looking for:

  • Passionate leader who is able to motivate and build a high performing quality team. 
  • You have in-depth knowledge of QA best practices & methodologies.
  • +7 years experience in a call center quality department managing global audit programs for call center operations. 
  • At least +4 years experience in a supervisory role providing leadership, coaching, and development to high impact teams. 
  • You value & enjoy leveraging data from multiple sources, reading and analyzing data, doing analysis in Excel or google sheets, and partnering with analytics partners for more complex analyses. 
  • Experience with the following highly preferred:
    • NICE/MaestroQA/Stella Connect QM application.
    • Channels: Email, Chat & Phone Support.
    • Zendesk/NetSuite/Salesforce (CRM).


What Makes This Job Amazing


  • You’ll be helping millions of people lead healthier lives every day
  • You’ll have wonderful benefits including healthcare/dental, wellness budget, daily gourmet meals prepared by our onsite chefs, onsite yoga, and annual technology upgrade allowance
  • You’ll experience huge learning & professional growth opportunities. Noom believes in supporting you; we’ll cover the cost of books, courses, conferences… you name it!
  • You’ll become part of our transparent, high-performing, and close-knit team
  • This is a full-time position that offers a competitive salary, equity, and benefits. We guarantee you will learn a tremendous amount in a short time. For those who value and excel in transparent, high-intensity, and high-impact environments, there is significant opportunity for advancement.

More About Noom

At Noom, we believe that the individual is the greatest force for good, not just in their health but in unlocking their fullest potential. We apply the same principles inside Noom. Across our dynamic organization, we empower our teams to execute on big ideas and we start and end each day with responsibility to make the world a healthier place. Fortune, Inc., Glassdoor, and Crain’s have all named Noom a Best Place to Work including being named on Fortune’s lists for Best Workplaces in New York, Best Workplaces in Technology, Best Workplaces for Women, and Best Workplaces for Millennials.

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Technology we use

  • Engineering
  • Product
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ParseLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • JSFFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Affinity DesignerDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Noom

How would you describe the company’s work-life balance?

When I first started at Noom, I’ll admit to a bit of skepticism, “Wouldn’t it be better to just receive more salary in lieu of these benefits?” In my first six months as an employee at Noom, I’ve seen (and taken advantage of) these benefits and can attest to the difference it makes on life both in and outside the office.

Randy

Data Analyst

How has your career grown since starting at the company?

I started at Noom eight years ago. It was my first real job out of college, and I’ve been fortunate to have held many positions since starting. Starting as Noom’s office administrator, I am now the product manager. Noom has supported my growth at every stage.

Stacey

Product Manager

What unique initiatives do you have that encourage innovation?

At Noom, rapid iteration isn’t limited to just features. For example, the way we conduct feedback. At most companies, feedback employees get is limited to performance reviews that come yearly or bi-yearly. We conduct weekly 1:1s with mentors, tech leads, and product managers—to get feedback on both our performance and help the company grow.

Rose

Growth Engineer

What are Noom Perks + Benefits

Noom Benefits Overview

In addition to full-time compensation, Noom’s full-time employees have access to early equity packages. With a growing international community, all Noom employees have the option to work remotely. Whether this means staying in your PJs all day or working from a remote island in the Carribean. Additionally, Noom employees receive access to comprehensive health insurance, and perks include daily lunch prepared in-house for employees at its NYC headquarters, weekly yoga sessions, weekly and monthly team bonding, an annual offsite, and more.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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