Customer Support Quality Assurance Manager at Turo
San Francisco, CA, US

We’re looking for a world-class Quality Assurance Manager to join our San Francisco team. You will have the opportunity to define and execute the QA Approach for our almost 400+ in-house and outsourced agents while working closely with the whole Turo ops team.

Responsibilities:

  • Hire, lead, inspire, and motivate a team of QA Specialists: set them up for success, manage their performance, and provide individual coaching
  • Own the QA department roadmap: identifying and driving vision and goals
  • Organize and drive projects which generate quality insights
  • Perform root-cause analysis to understand what we can do better to improve support quality  
  • Liaise with internal Turo teams to give feedback on what processes, content, training, & tools can be improved to drive support quality
  • Collaborate with line of business managers and vendors teams to provide feedback on their team’s performance, and create sets of recommendations to improve the performance of their agents
  • Implement KPIs to measure team effectiveness and drive process changes
  • Represent Turo’s mission, vision and values with integrity and professionalism

Qualifications:

  • Professional experience working in a customer support environment
  • Ability to manage effectively, set team goals, provide clear feedback and manage through challenging situations
  • Demonstrated ability to influence and gain consensus
  • Excellent data analysis & project management skills
  • Experience using Zendesk or other CRM applications, and strong knowledge of Gmail, Google Docs, and Excel
  • Bachelor’s Degree required
  • Bonus: start-up experience, ability to thrive in a fast paced, constantly changing environment

Benefits:

  • Competitive salary and meaningful equity
  • Employer paid medical, dental, and vision insurance
  • Apple equipment
  • Four weeks paid time off, volunteer time off, generous parental leave
  • Weekly catered lunch
  • Stocked kitchen and beverages
  • Company-sponsored happy hours and team events
  • Turo owner matching and vehicle reimbursement program
  • Turo travel credit every month