Customer Care Quality Lead

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We embrace lean testing and the learning we gain
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

JustAnswer Customer Care is looking for a Quality Lead to support our growing team. This person will create and own the Quality vision. They will have the opportunity to evaluate our current quality standards and they will be encouraged to develop creative strategies to WOW our customers and nurture a caring and helpful support experience. 

Duties and Responsibilities

• Collaborate with leadership members to develop initiatives aimed at improving the quality of phone call, email, and chat interactions with customers 
• Oversee the quality of our offshore support team of ~300 agents and leaders and ensure quality KPIs are met 
• Partner with Operational mangers and team leads to develop agent coaching strategies  
• Conduct calibration audits and lead calibration sessions with quality auditors and team leads  
• Oversee the recruitment, training and onboarding of new agents and leaders 
• Partner with training team to develop training courses to support company and department initiatives  
• Maintain the agent knowledgebase to ensure that processes are well documented and that articles are relevant and up to date.  
• Evaluate and adjust existing agent processes to ensure efficient and effective support  
• Develop and implement new agent processes to support policy changes and product testing  
• Oversee the Membership Retention program and partner with offshore support team to develop initiatives aimed to improve retention rate  
• Support product teams with customer driven initiatives and qualitative research  
• Provide escalation support to ensure customer concerns are resolved with urgency and care  
• Support team’s Objectives and Key Results (OKRs) as needed  

Qualifications

     Skills

• 5+ years of experience in a customer service quality leadership role, ideally with a consumer internet or software company  
• 3+ years of experience with BPOs, either as vendor or client  
• Strong communication and collaboration skills  
• Strong belief in customer and brand advocacy  
• Data-driven 
• Ability to think creatively, critically, and analytically  
• Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines  
• Experience leading remote employees of different time zones 
• Excellent organizational skills  
• Self-directed with experience and good judgment to plan and accomplish goals  
• Ability to interface well with other members of the organization  

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement