Quality Assurance Manager - SMB Sales

SecurityMetrics; Orem (UT); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Company-subsidized benefits

Company events including summer and winter parties

Company raffles for prizes

Job summary

SecurityMetrics is seeking a dynamic Quality Assurance Manager to transform our SMB Sales division. This role will lead the QA team, develop training programs, and enhance overall sales productivity by optimizing internal processes.

The ideal candidate will have over 5 years of management experience and strong analytical skills, particularly in Excel. The position offers company-subsidized benefits and participation in fun company events.

Qualifications

• 5+ years of experience in a similar management role.
• Comprehensive understanding of the SMB sales lifecycle.
• Commitment to continuous process improvement.

Responsibilities

• Lead the QA team to meet established quality standards.
• Develop and conduct training for new and existing sales talent.
• Monitor and analyze CSAT and NPS data.

Skills

Management experience

CRM platform utilization

Excel analytics

Call analytics

Communication skills

Job description

Are you a game changer ready to transform our SMB Sales division? We are seeking a dynamic Quality Assurance Manager to be the driving force behind a world class customer experience. This pivotal role will dramatically elevate sales productivity, perfect our training programs, safeguard our brand reputation, and optimize internal efficiency.

Mission

The QA Manager will be instrumental in developing the SMB Sales quality assurance program.

Required Qualifications

• 5+ years of experience in a similar management role
• Comprehensive understanding of the SMB sales lifecycle
• Expertise in utilizing CRM platforms and various sales technologies
• Advanced analytical skills in Excel to convert data into actionable strategic insights
• Expertise in leveraging call recording software and advanced call analytics
• Strong communication skills for team alignment and motivation
• Commitment to continuous process improvement and workflow optimization

Key Responsibilities

• Lead & Elevate: Direct the QA team to meet established quality standards; Conduct call reviews and coaching sessions to improve agent skills; Develop and implement scorecards and evaluation frameworks; Collaborate with Sales Leadership to support SMB market expansion.
• Cultivate & Enable: Develop and conduct training for new and existing sales talent; Manage and update Wiki resources and sales scripts.
• Guardian of the Brand: Monitor and analyze CSAT and NPS data to improve the company's reputation on platforms like BBB, Trustpilot, and G2.

Additional Details

• Compensation: Depends on Experience (DOE)
• Benefits: Company-subsidized Benefits
• Events: Company Summer and Winter parties
• Raffles: Company raffles including MacBooks, iPads, drones, Apple Watches, TVs and cash prizes