Manager- Quality Assurance

Job Description

Who we are:Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We?re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.About the Job:The Support Operations department is looking to hire an experienced, data-driven leader for our growing Quality Assurance (QA) team. The QA team?s objective is to improve internal processes by identifying performance variances, increasing coaching effectiveness, and empowering agents to improve their own performance. If you have experience leading significant Customer Experience improvements through the lens of support & service, are committed to growing your team?s skills, and engaging with partners through analysis, this is an amazing opportunity to join the team.What you will do:

• Manage & coach a growing team of QA & Sr. QA representatives to drive customer experience within our global support organization
• Lead the team to produce meaningful insights through Evaluations, calibrations, coaching, analysis
• Invest in professional development customized to each team member and increase team productivity & insights
• Develop long term strategies to meet Support experience goals
• Present program strategies and updates to executive management and stakeholders
• Establish relationships with business partners to develop strategies that incorporate value, risks, operational impacts (ROI) and cost of proposed solutions with focus on economic profitability and customer service
• Collaboratively support directors and other internal and external stakeholders with organizational, project/program and portfolio management
• Share data driven findings with leadership for Training team integration
• Execute a qualitative and quantitative strategy for improving QA, mitigating operational risk and proactively identifying trends
• Develop actionable cross-functional action plans for CSAT improvement initiatives for leadership to implement
• Lead the team in development of new technology

What we are looking for:

• Experience leading and driving a support focused continuous improvement team or QA team within a large scale contact center environment
• Analytics focuses with a core competency in data analysis (at minimum: complex excel, at best: SQL)
• Excellent written and verbal communication skills including managing leadership expectations and stakeholders
• Prior experience working in a fast-paced environment, partnering with senior stakeholders to deliver on business outcomes
• Prior experience with Salesforce/similar CRM
• Prior experience leading change management across large organizations

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please review our Candidate Privacy Noticehere.The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motives policy to require that employees be authorized to receive access to Motive products and technology.#LI-Remote

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