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Quality Assurance Manager for Customer Engagement

2 months ago

Oklahoma City, Oklahoma, United States Mood Full time

About Us
Mood is recognized as one of the fastest-growing e-commerce companies in the United States, specializing in providing top-tier hemp THC products online. With a robust customer base exceeding 700,000 and an impressive collection of over 100,000 five-star reviews, we have achieved profitability in our early years.

Our mission centers on facilitating access to safe and high-quality THC products, tailored to various use cases, whether it’s alleviating chronic pain or enhancing social experiences.

Our core team comprises seasoned professionals from successful startups, bringing a wealth of experience in building and scaling multi-million dollar direct-to-consumer companies. We prioritize creating exceptional products, assembling a world-class team, and fostering an environment conducive to peak performance.

Position Overview
We are on the lookout for a Quality Manager for Customer Interactions to join our dedicated customer success and sales teams. This role is pivotal in ensuring that our customer interactions meet the highest quality standards. Our high-volume customer success contact center handles approximately 4,000 interactions weekly across various channels including chat, phone, and email.

As the Quality Manager for Customer Interactions, you will be instrumental in establishing, maintaining, and enhancing the quality of our customer engagement. Your responsibilities will include developing, implementing, and managing a comprehensive quality assurance program from inception. You will conduct audits of customer interactions across all communication channels to identify opportunities for coaching and education, guiding our teams to deliver exceptional customer service consistently. A detail-oriented and analytical mindset, coupled with a strong background in quality assurance for contact centers, is essential for this role. Please include the word 'flower' in your cover letter to demonstrate attention to detail.

Key Responsibilities

  • Develop and Implement Quality Assurance Programs:
    • Design and execute a thorough quality assurance program along with a Monthly Performance Review framework for our customer success and sales teams.
    • Establish quality assurance processes, standards, and metrics to ensure uniformity and precision in evaluating agent interactions.
  • Review and Analyze Customer Interactions:
    • Conduct quality assurance evaluations of interactions for 40-55 team members across multiple interaction types.
    • Listen to customer calls, review emails, and assess chat interactions to evaluate the quality of service provided, identifying pain points and educational opportunities.
    • Utilize data-driven insights to uncover trends, strengths, and areas needing improvement.
  • Reporting and Insights:
    • Generate comprehensive quality assurance reports and present findings to the executive team.
    • Highlight trends, issues, and opportunities for enhancement.
  • Leadership and Collaboration:
    • In the future, you will have the opportunity to build and lead a small team of quality assurance specialists.
    • Mentor and develop team members to ensure high performance and professional growth.
    • Collaborate with management teams to share insights and recommendations for effective targeted training programs.

Must-Haves

  • 3-5+ years of experience in leading quality assurance programs for contact centers.
  • Demonstrated experience in building and implementing quality assurance programs from the ground up.
  • Strong analytical abilities and the capacity to interpret data and provide actionable insights.
  • Excellent communication skills, both written and verbal.
  • Ability to work independently and manage multiple tasks in a remote setting.
  • Experience in providing insights to stakeholders and leadership within the organization.
  • Proficiency in quality assurance software and tools such as ZenDesk and Kaizo.

Nice-to-Haves

  • Bachelor's Degree in a relevant field.


What We Offer
The salary range for this position is $55,000-$75,000 annually, with the potential for an end-of-year performance-based bonus.
We also provide a comprehensive benefits package, including:

  • Unlimited Paid Time Off
  • Work-from-anywhere policy
  • 401k with matching contributions
  • Health, dental, and vision insurance
  • Paid parental leave
  • ClassPass benefit
  • Complimentary Friday lunches
  • Quarterly massage benefit

Application Process

We aim to respond within five business days. The selection process includes a few brief interviews followed by a day of paid work.

To apply, please submit a short paragraph along with your CV.

Meet with the hiring manager for a 30-minute call to discuss your motivations and address any questions you may have.

Participate in a work history interview, lasting 30 minutes, to discuss your experience.

Engage in a day of paid work to tackle a real problem and gain insight into the work culture at Mood.

If successful, we will extend an offer.

Mood is an equal-opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.