1 month ago

Job Summary

We are looking for a data driven, process-oriented, and critical-thinking individual to lead our Quality initiatives. If you are a process expert looking to take your career to the next level by improving your career beyond Sales and Customer Success, this is the right role for you.

  • Minimum Qualification:Others
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

What You’ll Do:

  • Create, update, maintain, organize, and edit our knowledge base articles to ensure they are consistent with the practices and procedures agreed upon with management, our production, and technology teams.
  • Perform QA (Quality Assurance) audits on interactions between our CSRs and customers.
  • Co-facilitate or support new hire training, up-skill training, nesting or other training initiatives as needed.
  • Participate in management meetings and discussions relevant to the processes and procedures of the Studio.
  • Perform coaching sessions with trainees and CSRs to provide feedback on how to improve their QA scores and sales.
  • Lead the dispute resolution process to ensure we have a fair and consistent way to gauge refund, redo, and cancellation requests.
  • Maintain and upkeep of our Quality related records, processes guides and other documentation.
  • Other related tasks to quality and training as may be assigned by the Training Director.


What We’re Looking For:

  • At least 3 years of experience in a Sales or customer service role (within The/Studio is preferred but not required)
  • Experience coaching, or managing others is strongly preferred.
  • Strong written and verbal skills in English
  • Critical thinker with ability to visualize a process and document the process flow in clear detail.
  • Attention to detail and good customer-handling skills
  • Self Starter. Proactive and can work with minimal supervision
  • Available to work US hours
  • Remote-ready: owns a desktop/laptop with at least 8GB of RAM, noise-canceling headset, and a stable internet connection with at least 10mbps speed, with a quiet space to take calls

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