Quality Assurance Manager - Phoenix, United States - Whatnot

Description

Quality Assurance Manager, Customer Support

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We're building the future of ecommerce, bringing together community, shopping and entertainment.

We are committed to our values , and as a remote-first team, we operate out of hubs within the US, Canada, UK, and Germany today.

We're innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear.

The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And, we're growing. Whatnot has been the fastest growing marketplace

in the US over the past two years and we're hiring forward-thinking problem solvers across all functional areas.
As the Quality Assurance Manager you will be responsible for maintaining the highest quality standards of Whatnot's customer experience.

You will work closely with team members across different levels and tenures to identify opportunities to improve agent interactions with buyers and sellers.

You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the enterprise.

Build, implement, measure, and optimize the customer experience team's quality assurance program
Measure and review quality scores to identify trends and issues
Ensure customer interactions are evaluated effectively and quantitatively by the QA team and perform routine calibration
Work with necessary stakeholders to drive adherence to standardized processes and best practices, as well as collecting feedback on areas of opportunity for improvement
Recommend, own, and drive performance improvement areas
Be a key partner with external vendor management to ensure the consistent delivery and measurement of these programs

Curious about who thrives at Whatnot? We've found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to continue their career in a fast-paced, rapidly changing environment.

Someone willing to take on any role or task, learn new skills, and be a part of building a great company.

At least 5 years of experience in quality assurance, with 2+ years in a leadership role
Ability to build programs from concept to implementation
Demonstrated ability to lead, coach, and train agents
Strong analytical and problem-solving skills
You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
You have knowledge of Learning Management Systems, Zendesk, Verint, data platforms such as Sigma, familiar with excel/google Sheets
You have worked within multichannel support operations (chat, email, sms, phone)
Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
You have experience in startups, marketplaces, or e-commerce (preferred)

For US-based applicants:
$140,000 - $165,000/year + benefits + stock options
The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise.

This range is only inclusive of base salary, not benefits (more details below) or equity in the form of stock options.

Benefits (US Only)

Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)
Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability
Whatnot covers 95% of employee premium costs, and 80% of dependent care premiums for Medical
Dental and Vision sponsored 100% by Whatnot for employees and dependents
Work From Home Support
Laptop provided by Whatnot and home office setup allowance
$150 monthly allowance for cell phone and internet
Care benefits
$450 monthly allowance on food
$500 monthly allowance for wellness
$5,000 annual allowance towards Childcare
$20,000 lifetime benefit for family planning, such as adoption or fertility expenses
401k offering for Traditional and Roth accounts provided by Betterment
Employer matching contributions of 100% of up to 4% of contributions on base salary
Whatnot is proud to be an Equal Opportunity Employer.

We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law.

We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Are you legally authorized to work in the United States?

• Will you now or in the future require visa sponsorship to work in the United States?
• At the time of hire, will you be located within 50 miles of one of our hubs? If so, please select which location.

If not, please select "N/A" and input your city and state/province in the field below.

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Please list the city and state/province you are located in today.

What are your compensation expectations for this role?

Optional Demographic Questions

Hi there Here at Whatnot, we want to empower every employee to reach their full potential, regardless of race, gender, ethnicity, sexual orientation, or background.

We also believe that building an organization with many dimensions of diversity is an important key to short and long-term success.

We collect anonymous demographic information to help us achieve our goal of building a diverse company.

This information is anonymous and will not be tied back to your application.

The data will only be used in aggregate for reporting or learning purposes.
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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Whatnot's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Whatnot's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Please select

Gender

Are you Hispanic/Latino?

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Are you Hispanic/Latino?

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

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Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

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