Customer Service Quality Assurance Manager

Job Description

Poshmark is looking for a knowledgeable Customer Service QA Manager to join our global customer experience organization. The CS QA Manager will partner with support and operations leadership to develop a program that reflects the organization s values while contributing to individual team goals. They will ensure that all team members interacting with our community maintain accurate, on-brand, and personalized responses. Their goal is to enable our service teams to grow at scale while maintaining quality service. This is a unique opportunity to create a program from the ground up and build a team to support the company s vision.The ideal Customer Service QA Manager
• Has deep expertise in all aspects of service quality assurance including industry standards and trends
• Operates proactively and enjoys solving problems
• Is excited about making a large scale impact in a fast-growing organization
• Recognizes patterns and trends in data
• Has experience setting up new processes and programs at scale for both internal teams and out-sourced partners
• Shares a passion for helping others succeed and grow
• Is empathetic and has high emotional intelligence
• Excels at project management
Responsibilities:
• Develop and implement a methodology for the QA program; create and maintain a QA program playbook that identifies decisions around scoring, observation frequency, timing of coaching/feedback, roles and responsibilities within the quality team, use of reports, etc.
• Plan, coordinate and direct quality assurance activities designed to promote outstanding, world-class customer service
• Partner with the training team and support managers to help prioritize initiatives based on QA insights
• Hire, lead, empower, and develop a high performing Quality Assurance team
• Establish a QA rubric, process, and program for both an in-house workforce and out-sourced partners
• Find opportunities for additional training & development by gathering and reporting quality trends and knowledge gaps
• Build and distribute reports to leadership on metrics and agent performance
• Collaborate with cross functional teams to provide a continuous feedback loop related to desired competencies, process, and product observations
• Curate QA team communications and strategy
• Continuously assess and evolve program based on feedback and metrics
• Maintain a working knowledge of the entire customer experience operation and update program accordingly, as-needed
6-Month Accomplishments:
• Become immersed in Poshmark culture and core values
• Build deep relationships with Community leaders
• Lead the evaluation and sign on of a QA platform
• Develop a process and program for
• Begin assessing email case quality
12+ Month Accomplishments:
• Expand on 6 month accomplishments
• Hire a team of analysts to assist with the execution of the QA process
• Contribute to organization s
Requirements:
• 5+ years of experience in Quality Assurance
• 3+ years experience in a supervisory role providing leadership, coaching, and development to a direct team
• Proven experience managing cross-functional projects and working with senior stakeholders, powered by data-driven insights
• Demonstrated leadership skills with a track record of hiring, developing, and retaining high performing talent
• Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences
• Ability to use strong analytical and leadership skills to quantify problems and drive solutions
• Experience with a QA platform such as MaestroQA, Stella Connect, etc.
Preferred Qualifications:
• Bachelor s Degree in Business or Analytics focused major
• Has worked in a startup, building out new processes
• 2+ years of experience in customer service operation
• Experienced in working with in-house, global, and outsourced teams
About Us:Poshmark is a leading social marketplace for new and secondhand style for women, men, kids, pets, home, and more. By combining the human connection of physical shopping with the scale, ease, and selection benefits of e-commerce, Poshmark makes buying and selling simple, social, and sustainable. Its community of more than 80 million registered users across the U.S., Canada, Australia, and India, is driving the future of commerce while promoting more sustainable consumption. For more information, please visit www.poshmark.com , and for company news and announcements, please visit investors.poshmark.com . You can also find Poshmark on Instagram , Facebook , Twitter , Pinterest, and YouTube .Why Poshmark At Poshmark, we re constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We re disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We re nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We re invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever.Here s what we ll set you up with:
• A team that is invested in your career growth and training
• Competitive salary and equity, based on experience
• Company sponsors up to 100% cost for your health, dental and vision plans and up to 90% for your dependents
• Work alongside world-class talent
• Flexible vacation / paid time off policy
• Parental leave
• Personal style encouraged (or not, whatever you re in to)
Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.,

Keyskills :
customer serviceservice qualitybehavioral trainingsocial shoppingleadership skillsquality assurancemusic making