Job Description

The Quality Assurance Lead will be responsible for overseeing the quality assurance process for a region, making sure local processes are aligned with global standards, ensuring that customer interactions meet the desired outcomes and are aligned with its objectives.

Own Regional OKRs:

• Responsible for executing against OKRs, including but not limited to achieve the weekly target number of call scoring and quality audit, SFDC Activities Hygiene, Moments Adoption rate and Opportunities Audit
• Conduct analysis and investigations and tie insights to actionable sales improvement actions and highlight skill gaps to sales enablement teams and sales managers
• Share the feedback with the Regional and global stakeholders

Own Regional QA QBR, MBR, WBR reviews:

• Prepare and present information to review team progress and impact, trend analysis, conduct reviews regularly to ensure that the team is meeting its targets.

Lead Call Calibrations:

• Own calibrations end-to-end, from sending invites according to the leadership team's availability, preparing the session, leading the discussions, and sending a wrap-up email of the session
• Ensure that all stakeholders are aligned with the evaluation process and scoring guidelines

Reporting and Tracking:

• Ensure that the regional QA dashboard is up-to-date so global metrics can be reported accurately.
• Produce weekly reports that summarize the QA process, including metrics and insights, and share them with relevant stakeholders.
• Request updates to Gong trackers as needed
• Regularly maintain Gong call library with call examples to be used in trainings
• Keep all regional quality documentation and training materials up to date

Drive consistency in QA Processes Regionally:

• Identify regional nuances and adapt global QA approach to the region while maintaining overall consistency with global standards
• Proactively identify areas where the process can be improved and ideas with the Global QA PgM, and work with regional XFN team for area impacted
• Work with L&D to determine what operational trainings QA analysts should attend to stay up-to-date on key expectations and changes that impact the customer interaction (e.g. Seasonal Moments trainings)

Regional Insights Management:

• Use data from the QA process to identify areas where sales representatives need additional training or coaching, and work with the Sales Enablement team, Sales Managers, and Global QA PgM to provide the necessary support

Implement Global and Regional Functional Strategic Initiatives:

• Project manage global and regional requests, work with the related stakeholders to implement global and regional functional strategic initiatives that align with the company's objectives and ensuring timely delivery

Onboard and Coach regional QA Analysts:

• Onboard new QA Analysts and provide coaching and feedback to help them improve their performance

Job Requirements