About Dandy

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

About the Role

Dandy is in the process of hiring a hands-on, startup savvy, and experienced QC manager to help with our growing dental and customer service team. This is a great opportunity for someone excited to lead a growing team to scale our QA processes and systems.

What You’ll Do

People Management

  • Manage a team who review support agents’ conversations (calls, emails, chat, etc) using standardized rubrics to provide constructive, actionable feedback with the goal in mind of improving agents’ qualitative and quantitative metrics
  • Perform Quality Assessments in the first few weeks to help coach and guide new agents while they onboard; share that feedback with the training manager to help them coach up these new agents on the standard that is expected of them
  • Assess support interactions based on internal standards, and provide insights into improvements that should be made to those standards
  • Help agents improve their performance with specific instructions and constant support
  • Participate in calibration sessions to maintain consistency in internal evaluations
  • Contribute to the team culture in a positive manner embodying Customer Obsession Values

Process Improvement

  • Gain a deep fundamental understanding of restorative dentistry and Dandy processes or have a strong background in dentistry
  • Partner and provide assistance to the CX managers with agent QC scores for daily operations 
  • Create scalable processes for reporting and tracking agent growth and progress
  • Maintain and develop internal support and contact center quality standards
  • Continuously review the QC rubric for efficacy and improvement opportunities
  • Identify training and performance gap themes and patterns to leadership with proposed solutions based on QC results
  • Create reports that reflect individual and department support performance
  • Report support team’s performance to Leadership, making sure to call out major issues or pain points for the team

Knowledge Management

  • Ensure all processes are maintained, reviewed, and updated to Dandy’s knowledge base on a regular basis
  • Assist and build out SOPs for all of the above in coordination with the training manager and Product Line Leads

What We're Looking For 

  • 5+ years of Customer Service QA experience 
  • Excellent working knowledge of computer systems and QA frameworks
  • Strong interest in the dentistry and the dental field 
  • Strong communication and collaboration skills. You like working across an organization
  • Strong bias towards actions and delivering results

Bonus Points For

  • Experience building out a QA System
  • Experience in the dental industry
  • Experience at a start-up
  • Demonstrated ability to get up to speed quickly and begin building at lightning speed

What Benefits We Offer

  • Fully sponsored best in class healthcare including medical, dental, and vision
  • Competitive salary and equity packages
  • 401k program

Dandy is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.

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