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The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions wherever people search. Starting with the company website, then extending across search engines & voice assistants, businesses around the world, like Taco Bell, Marriott, & Jaguar Land Roveras well as organizations like the U.S. State Departmenttrust Yext to radically improve the search experience on their websites & across the entire search ecosystem.

Yext is building out a world-class Platform Services & Support organization & is looking for a strong candidate to run Quality Assurance Program Management across the global team. The Quality Assurance Program Manager reports to the VP, Client Advocacy & is responsible for delivering quality assurance programs that ensure the Platform Services & Support team is delivering the best quality of service to Yext clients.

What Youll Do

  • Monitor & advise on the performance of the Quality Management System, produce data & report on performance, measuring against set standards, & implementing corrective actions & charting paths for improvement
  • Manage relationship with Quality Assurance Management Software vendor (MaestroQA), understanding & implementing best practices
  • Evaluate agent performance against rubric, scoring agents according to adherence to defined/documented quality standards
  • Calibrate the quality assurance process across global leadership to ensure consistency
  • Develop & send automated monthly quality assurance reports to PS&S leadership
  • Work with Managers to document & provide both positive & constructive feedback to agents as part of their regularly scheduled 1:1s
  • Analyze data & determine training requirements at both the individual & team level
  • Partner with the Training & Enablement team to design & launch necessary training modules to improve service quality
  • Work with stakeholder groups, to consolidate tools, systems & processes to improve the quality of support
  • Communicate with the team responsible for the Help Center to make updates & adjustments to any documentation that is inaccurate or incomplete
  • When not managing the Quality Assurance Program, triage & answer Premier/Enterprise tickets in Zendesk, adhering to prorated performance standards in productivity, client facing rate & customer satisfaction.

Outcomes

  • Standardized approach to quality assurance across the team
  • Extended leadership team trained in Quality Assurance management fundamentals, & calibrated globally on rubric scoring
  • Develop/refine process documentation & protocols for quality assurance assessment of team members
  • Centralized resource sharing & frameworks for best in class service
  • Improvement in overall team service quality
  • Training & development plan created at the individual & team level
  • Standardized, automated reporting developed & launched

Key metrics of success

  • Standardized, structured quality assurance process with documented cadence
  • Improved KPIs related to servicing clients
    • Reduction in multi-touch tickets
    • Improvement in Resolution Rate
    • Reduced Average Time to Resolution
    • Improved solves / rep
    • Improved CSAT
    • Improved quality scores
  • Improved morale in the team

What You Have

  • BA/BS degree or ideally 2+ years equivalent experience
  • 2+ years experience in a client support / client services
  • Understanding of B2B, SaaS or client-facing, consumer products
  • Ability to thrive in a fast-paced environment with high expectations
  • Drive to make the program successful using iterative & agile principles
  • Excellent communication skills
  • Cross-functional teamwork
  • Project Management / Continuous Improvement methodologies
  • Hands-on, organized, proactive & possess a committed work ethic
  • Able to accept, create & drive change

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

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