Overview

Our Quality Assurance team sits within the Enablement organization and is responsible for ensuring our customer facing associates provide high quality experiences to our customers. The QA team reviews and scores customer interactions, including but not limited to phone calls, emails, and chats, to ensure quality standards are met. As a key member of the Quality Assurance team, you will play an integral role in identifying quality trends, conducting root cause analysis, and partnering with key stakeholders to improve quality performance. The QA team is responsible for evaluating customer and prospect interactions across Sales and Post-Sales functions, but this role will have a heavy focus on the GSS org.

Responsibilities:
  • Complete 100% of daily quotas for audits as assigned
  • Maintain functional area subject matter expertise by studying workflows & staying abreast of product, workflow, and individual contributor (IC) expected behaviors
  • Utilize/help establish rubrics to conduct evaluations of customer multi-channel interactions
  • Develop and present actionable quality reports, dashboards, and trend summaries for functional area stakeholders, highlighting evaluation results against standards
  • Partner with Enablement Managers and functional area stakeholders to align Quality Programs with business needs and drive continuous improvements to QA processes and functional area performance
  • Manage & perform multi-functional, ad hoc Smart Evaluations (QSE) and analysis
  • Facilitate stakeholder meetings
  • Support the ongoing execution of the GSS Quality Program, including call library contributions, calibrations, quarterly rubric and scorecard reviews, playbook development and maintenance, Gong and Talkdesk evaluations, and execution of established business partner engagement models
  • Train new hire functional ICs, Managers, Supervisors, and Enablement team members on Quality programs as needed
  • Ongoing utilization & contributions to AI tools (ie. Coach GPT, Claude, Gemini, Gong AI tools)
Required Qualifications:
  • Bachelor’s degree
  • Proficiency in Google Sheets
  • Advanced attention to detail and analytical skills, with the ability to evaluate interactions for accuracy, compliance, and adherence to established protocols
  • Strong facilitation, written and verbal communication and relationship management skills
  • Ability to interpret data, identify trends, uncover root causes, and translate insights into actionable recommendations
  • Curiosity and eagerness to learn, including adapting to evolving AI capabilities and thinking outside the box
  • Self-starter who works independently, adapts quickly, and maintains a positive, collaborative attitude
  • Strong ethical commitment to ensuring audit results and feedback are fair, objective, and free from personal bias
  • ServiceTitan Customer Support tenure of 1+ years
Benefits:
  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career
  • Comprehensive onboarding program
  • Leadership training for Titans at all levels
  • Great work is rewarded through Bonusly, peer-nominated awards, and more
  • Company-paid medical, dental, and vision (available to employees and their dependents day 1)
  • Parent and siblings’ insurance
  • Wellness benefit
  • Office massage
  • Parental leave and support
  • Financial planning tools
  • Employee Assistance Program services
Technologies:
  • Google Sheets
  • Coach GPT
  • Claude
  • Gemini
  • Gong AI
  • Gong
  • Talkdesk
Note:

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