Senior Manager for Quality (Sales)

 Thumbtack - Company site
 June 20, 2022
 Remote, Philippines

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $500B industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

  • Available nationwide in all 3,143 U.S. counties
  • 70 million projects started on Thumbtack
  • More than 4 million customers in the last 12 months
  • Pros earn billions on our platform
  • More than 8 million 5-star reviews for our stellar pros 
  • 1000+ employees and $3.2 billion valuation (June, 2021)

About the Quality Team

We’re a global team of quality assurance professionals out on a mission to drive the best experiences for our customers and professionals. Our mission is to accelerate Thumbtacks business performance and mitigate risk through evaluating interactions and reporting on user insights.

About the Role

As a part of the Quality team, you will have the opportunity to make an impact on improving the performance of our Sales teams. As a Sales Sr. QA Manager, you will be in charge of surfacing opportunities for improving our sales call quality and ensure we provide the best experience to our pros in our sales channels. You are expected to do deep dives into interaction data and recommend actions to improve our sales performance. You will be leading a team of quality analysts and empower them to ensure that they succeed in their roles.

Responsibilities

  • Manages output and performance of direct reports in the delivery of the audits.
  • Ensures alignment and consistency in reporting and processes within the sales QA team.
  • Uncovers insights on quality of interactions using quantitative and qualitative data from transaction monitoring in our sales channels.
  • Partners closely ops teams to recommend interventions to improve quality scores over time.
  • Recommends improvements to processes and policies based on insights from quality data to deliver more scalable support strategies.
  • Engages team members with a positive working culture.

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • At least 4 years of experience as a Quality professional in the BPO, shared services or similar industry with at least 2 years of experience as a QA manager. 
  • 2 years experience in a tele-sales setting.
  • Experience using quality monitoring systems.
  • Excellent communication skills both verbally and in written form.
  • Proficient in using Google Suite (Sheets, Slides, Doc) or similar systems.
  • Knowledge of basic quality tools, and/or Gauge R&R
  • Excellent aptitude for research, navigation, and investigation, and the ability to publish reports using quality and analytics tools.

Nice-To-Have Qualifications

  • Experience in implementing and designing QA frameworks and strategies is a major advantage.
  • Certification and/or training process improvement methodologies such as Lean or Six Sigma is a plus.
  • Experience with QMS and CMS platforms such as Five9, Gong, and Salesforce.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

#LI-Remote

Benefits & Perks 

  • Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
  • 20+ company-wide holidays including two week-long shutdowns 
  • Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila 
  • Stipends for remote work support, home office set-up and Thumbtack services 
  • Cell phone and WiFi reimbursements 
  • Subscriptions and Employee Assistance Program for mental health and well-being 

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact ** Redacted **

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.