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Job Description
Whatnot is seeking a Quality Assurance Lead for their Trust & Risk team. This role is crucial for maintaining high standards of quality and accuracy in Trust & Risk operations. The Quality Assurance Lead will collaborate with cross-functional teams to review high-impact cases, identify trends in policy adherence, and drive improvements to protect the platform and its users.
Role involves:
- Owning and iterating QA processes, playbooks, rubrics, and sampling methods.
- Overseeing the monitoring and assessment of customer service interactions.
- Analyzing quality metrics, customer feedback, and performance data.
- Providing actionable insights and recommendations for service quality improvement.
- Working with customer experience managers and training teams to address quality issues.
- Supervising and mentoring a team of Quality Assurance Specialists.
- Holding regular calibration meetings to drive alignment and improvement.
- Partnering with external vendor management to ensure consistent quality program delivery.
- Driving continuous improvements within customer satisfaction scores.
Requirements:
- 5+ years in Operations or contact center environments.
- 3+ years in quality assurance.
- Experience in Trust & Risk or Fraud (preferred).
- Prior experience with Zendesk, QA software, and data platforms such as Sigma.
- Familiarity with Excel/Google Sheets.
- Familiarity with working with large, diverse customer support and operations organizations (preferred).
- Experience in startups, marketplaces, or e-commerce (preferred).
- Experience within multichannel support operations (chat, email, SMS, phone).
- Passionate about delivering outstanding customer experiences.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication skills, both verbal and written.
- Ability to provide clear, actionable feedback and recommendations.
- Proven ability to manage complex processes across internal and external teams.
- Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
What Whatnot offers:
- Flexible Time off Policy and Company-wide Holidays
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- Parental Leave
