Quality Assurance Operations Manager at Community Phone
Community Phone is a landline phone service for homes and businesses that doesn't require internet.
You know sales and you know systems. You cannot stand for anything less than high-quality customer interactions. 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.
What You’ll Do (Before You Build Your Team)
Monitor inbound & outbound calls & chats, and evaluate agents' performance on quality of service; create reports using the (evolving) quality score for every rep, as well as highlighting potential areas for improvement
Monitor calls and chats, and own the associated CRM & Billing System hygiene, and overall data quality related to sales
Provide actionable insight (to management, and reps) on what impacts sales and what impacts churn
Conduct at least one one-hour, live, 1-1, coaching & shadowing sessions per week with each rep, to improve the performance of reps, and deliver feedback and training
Train new reps on the product, pricing, script, and systems
Also, check out: