Role

📍The Trust & Risk Quality Assurance Lead will play a critical role in ensuring that our Trust & Risk operations meet the highest standards of quality and accuracy. You’ll partner closely with cross functional teams to review high impact cases, identify trends in policy adherence and drive improvements that help us do right by our users, while protecting our platform. 📍Own and iterate QA processes, playbooks, rubrics and sampling methods to ensure fair representative scoring across all user segments and channels 📍Oversee the monitoring and assessment of customer service interactions across various channels to ensure compliance with company standards and policies 📍Review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and areas for improvement 📍Offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction 📍Work closely with customer experience managers, training teams, and other stakeholders to address quality issues, develop best practices, and implement process improvements 📍Supervise and mentor a team of Quality Assurance Specialists, providing guidance, support, and professional development 📍Hold regular calibration meetings to drive alignment and improvement across our in-house and partner teams 📍Monitor reviewer variance and ensure consistency through audits and feedback loops 📍Partner with external vendor management to ensure the consistent delivery and measurement of quality programs across the enterprise 📍Responsible for driving continuous improvements within customer satisfaction scores 📍Team members in this role are required to be within commuting distance of our New York, Los Angeles, San Francisco, or Phoenix hubs.

You

📍Curious about who thrives at Whatnot? We’ve found that embodying a low ego, growth mindset, and high-impact drive goes a long way here. As our next Quality Assurance Lead you should have 5+ years in Operations or contact center environments, and at least 3+ years in quality assurance, plus: 📍Preferred experience in Trust & Risk or Fraud 📍Prior experience with Zendesk, QA software, data platforms such as Sigma, familiar with Excel/Google Sheets 📍You have familiarity with working with large, diverse customer support, and operations organizations (preferred) 📍You have experience in startups, marketplaces, or e-commerce (preferred) 📍You have worked within multichannel support operations (chat, email, sms, phone) 📍Passionate about delivering outstanding customer experiences

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