Sales Quality Assurance Manager
WayfairThe salary range for this position is $89,100 - $110,000. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units will be provided as part of the compensation package.
Who We Are
The Sales Quality Assurance team is at the heart of our commitment to customer excellence. We ensure that every sales conversation, whether with a business or an individual customer, is of the highest quality. We do this by developing and implementing strategies that not only drive profitable growth but also create exceptional customer experiences.
What You'll Do
As a Sales Quality Assurance Manager, you'll lead a team of analysts focused on maintaining and elevating the quality of our sales conversations across both B2B and B2C channels. You will be responsible for creating and executing a robust quality assurance roadmap that leverages technology, data, and human expertise. You'll work cross-functionally with sales leadership, training, and technology partners to identify and solve problems, ensuring consistency and excellence in our sales practices.
Your key responsibilities will include:
- Strategic Planning: Develop and drive a comprehensive 12-month roadmap for the Quality Assurance team.
- Process Improvement: Identify opportunities to enhance existing processes, including leveraging automation, transcription, and data science models to improve efficiency and effectiveness.
- Cross-Functional Collaboration: Partner with Sales Leaders and Sales Training to pinpoint pain points and key opportunities for improvement.
- Team Leadership: Lead and mentor a team of quality analysts, ensuring they have the tools and support to accurately measure and improve agent performance.
- Measurement & Analytics: Manage the development and enhancement of quality rubrics and reporting, using data to draw conclusions and drive improvements.
- Technology & Innovation: Collaborate with technology partners to provide feedback on tools, influence their roadmaps, and explore new solutions.
Requirements:
- Bachelor’s degree in Business or Finance
- 7+ years’ experience working in a contact center environment running quality programs
- 5+ years leadership experience
- Sales experience a plus
- Evidence of solving problems through a mix of critical thinking, persuasion, relationship building, and scrappiness
- The ability to analyze data, draw conclusions, and create reporting
- Experience using AI powered Quality analytics tools
- A proven track record of providing feedback on existing processes and providing recommendations for improvement
- A customer-first orientation; able to set a direction and work alongside a team to bring that vision to life
- Excellent relationship-building skills both within the a team environment and throughout an organization ranging throughout all levels of the organization
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.