Customer Support Quality Lead

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

As a Quality Lead at PartnerHero, you are responsible for providing oversight of QA functions for one or more partner programs. You will manage a team of Quality Analysts, leading by example and providing insights into program gaps and opportunities. You will deliver end-to-end planning and guidance to the team and execute quality processes while ensuring key performance indicators are met and that the team is adequately resourced.

The ideal candidate for this role will have experience in quality programs for support teams. They act fast and are data driven when it comes to decision making. A Quality Lead will also have strong cultural awareness and is passionate about accessibility and inclusion. They will be hands-on and immersed in partner program(s) to optimize productivity, drive innovation, and inspire growth and performance of direct reports.

What you’ll do:

• Directly manage a team of Partner Quality Analysts, hiring and onboarding new team members, as needed
• Cultivate and maintain relationships with internal stakeholders and external partners, syncing regularly to discuss quality metrics, KPIs, current/upcoming initiatives, and partner needs
• Identify trends and outliers in your program’s associate-level performance metrics (FRT, QA Score, CSAT/NPS, etc...)
• Work with your team of Quality experts to establish robust feedback loops between training and quality, in order to:
  • Gauge the effectiveness of the partner’s training program(s)
  • Identify knowledge gaps
  • Suggest enhancements or modifications to the existing operational processes, tools and/or training in order to improve engagement, agent experience, and retention
• Support QA team production through performing QA reviews as needed
• Provide post-onboarding insights to internal and external stakeholders
• Work with your program’s Team Managers/Leads to create development plans for their team members
• Mentor team members on quality best practices and the latest trends in support QA
• Provide growth and development opportunities to your direct reports, including participation in PartnerHero’s training and quality certification programs
• Maintain a relationship with your Quality Manager and Head of Global Quality to ensure that our company quality standards are upheld on your assigned partner program
• Execute Quality processes implemented in the program (sampling, disputes, calibration and reporting)

What we expect from you:

• 2+ years experience in quality assurance for customer service, BPOs, or other interaction-based business models
• 1+ years of people management experience
• Ability to quickly learn and absorb partner culture, processes, and policies
• Grasp of statistical significance and various data analysis methods
• Proactive attitude and growth mindset; you’re always looking for new problems to solve
• Tech-savvy (you are equally versed in a multitude of QMS platforms, Google Suite, and Slack)
• Organized and effective manager of time
• Ability to adapt to a fast-paced, change-heavy environment

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].