At SpotOn, we’re helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions.  

Recently, SpotOn has:

  • Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)
  • Earned awards for Great Places to Work and Built In’s Best Places to Work
  • Earned award for Inc’s Fastest Growing Company in 2023
  • Rated the top-rated point-of-sale (POS) for Restaurants, Bars, Retail, and Small Business by Capterra users
  • Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more. 

This year, we’re going even bigger—caring hard and moving fast down the path of high growth and positive impact. 

 

That’s where you come in. 

Job Summary: As the Quality Assurance Manager at SpotOn, you will be responsible for leading and overseeing all aspects of quality assurance within the organization, with a specific focus on call center experience (internal/within the team and external/SpotOn Merchants). Your experience with COPC, Lean Six Sigma, and related qualifications will be a plus in enhancing efficiency, compliance, and quality within our operations.

Roles & Responsibilities:

  • Quality Strategy Development: Contribute to the company's quality assurance strategy, specifically focusing on call center operations and correlation with Experience metrics, aligning with organizational goals and objectives.
  • Team Leadership: Manage and lead a team of quality assurance analysts, providing guidance, training, and mentorship to ensure high performance and continuous development.
  • Quality Management System: Enhance, refine, and foster compliance with a customized quality management framework (QMS) that guarantees the ongoing delivery of consistent service excellence.
  • Quality Audits: Plan, conduct, and oversee internal and external quality audits, addressing non-conformities and implementing corrective and preventive actions, specifically focusing on call center processes. 
  • QA Agents Development Plan: Asses and coach the QA agent's development plans to ensure their effectiveness and development.
  • Customer Satisfaction: Monitor and address customer feedback and complaints specific to call center operations to enhance customer satisfaction and service quality.
  • Regularly report on quality performance to senior management, highlighting trends, areas for improvement, and key insights.
  • Calibration for Uniform Understanding: Implement a calibration process to ensure all QA agents have a consistent and aligned understanding of the QA process within the quality management system (QMS), thereby promoting uniformity in service quality assessment.

Qualifications:

  • Minimum of three years of experience in customer experience management, with a focus on leadership and managerial responsibilities.
  • Proven track record of driving customer experience excellence and achieving outstanding results in call center operations.
  • Exceptional strategic thinking and problem-solving skills, with the ability to navigate complex business challenges and drive innovative solutions.
  • Strong leadership abilities with a track record of inspiring and motivating teams to achieve high levels of performance and exceed goals.
  • Excellent organizational and time management skills, with the ability to manage multiple priorities and deliver results within tight deadlines.
  • In-depth knowledge of customer service principles and practices, along with a deep understanding of industry trends and best practices.
  • Proficiency in data analysis and reporting, with the ability to derive actionable insights and make data-driven decisions.
  • Outstanding communication and interpersonal skills, with the ability to build strong relationships and collaborate effectively across all levels of the organization.
  • Demonstrated expertise in project management, successfully leading and executing strategic initiatives.
  • Strong business acumen, with a deep understanding of the business landscape and the ability to align customer experience strategies with broader business objectives.
  • Results-oriented, with a commitment to continuous improvement
  • Preferable medium/advanced use of Excel/Google Sheets knowledge
  • Preferable experience with inferential statistics (correlations)
  • Preferable knowledge of Customer Experience metrics (NPS, CES, CSAT, Kano, Van Westendorp, etc)

#LI-Onsite

Area:

Paseo de la Reforma (CDMX)

 

SpotOn is an e-verify company.

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