Full-Time

Quality Assurance Manager

Customer Support

Posted on 5/4/2024

WhatNot

WhatNot

501-1,000 employees

Livestream shopping platform with buyer protection

Consumer Goods

Senior

Austin, TX, USA + 1 more

Required Skills
Quality Assurance (QA)
Excel/Numbers/Sheets
Requirements
  • 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
  • Familiarity with working with large, diverse customer support, and operations organizations (preferred)
  • Knowledge of Learning Management Systems, Zendesk, Verint, data platforms such as Sigma, familiar with excel/google Sheets
  • Experience in startups, marketplaces, or e-commerce (preferred)
  • Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
Responsibilities
  • 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

Whatnot, a leading U.S. livestream shopping platform, attracts employees by offering a dynamic work environment at the intersection of technology and commerce. By employing advanced livestreaming technologies and focusing on robust verification processes for both sellers and buyers, the company provides a secure and innovative marketplace. Backed by notable investors such as Andreessen Horowitz and YC Continuity, it nurtures a culture of growth and technological superiority, making it an appealing workplace for individuals looking to impact the digital commerce landscape.

Company Stage

Series D

Total Funding

$464.7M

Headquarters

Marina del Rey, California

Founded

2019

Growth & Insights
Headcount

6 month growth

14%

1 year growth

60%

2 year growth

260%

Benefits

Competitive base salary and stock options

Unlimited Vacation Policy and No Meeting Holidays

Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability

Work From Home Support

Up to $500 monthly to spend within Whatnot App

Care benefits