Customer Support Quality Assurance Manager at Turo
Phoenix, AZ, 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, contents, 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 Degreee 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

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!