Quality Control Lead, Outbound

Brobston Group; Phoenix (AZ); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Food credits

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental & Vision Insurance

Paid parental leave

18 PTO Days & 10 Holidays

Job summary

The RealReal in Phoenix, AZ is seeking a Quality Assurance Lead to audit QC Analysts, monitor daily audit processes, and partner with Outbound Ops to identify skill gaps and enablement opportunities.

You will establish SOPs, strengthen audit structures, communicate metrics, and facilitate coaching conversations. You will review audit reports and drive SMART action plans, onboarding, audits and training as needed.

Qualifications

• Experience in process analysis or ecommerce production.
• Strong knowledge of adult learning principles.
• Comfortable working with large data sets and analyzing reports.
• Experience using data platforms for reporting.
• Strong written and verbal communication with executive presence.
• Willingness to travel 10% to Secaucus, NJ.

Responsibilities

• Partner with Outbound Operations on enablement opportunities including new processes and audit discrepancies.
• Help establish SOPs and create improved audit structure.
• Communicate metrics around audit failures and enablement opportunities.
• Partner with Operations leadership to facilitate coaching conversations.
• Review audit reports and investigate anomalies to provide SMART action plans.
• Facilitate onboarding, audits and training as needed.
• Analyze audit/performance KPI’s for the Outbound team and Outbound Quality Associates.

Skills

Leadership

Process analysis

Adult learning

Data analysis

Google tools

Executive communication

Attention to detail

Travel 10%

Education

Bachelor’s degree

Tools

Google Forms

Google Sheets

BI tools

Job description

About The Role

The Quality Assurance Lead is responsible for auditing the QC Analysts, monitoring daily audit processes, and partnering with the Outbound Ops Management to identify skill gaps and enablement opportunities. If you are a detail-oriented leader with a passion for continuous improvement, this could be the perfect fit!

What You Get To Do Everyday

• Partner/align with Outbound Operations team on enablement opportunities that include but are not limited to new processes, skill/knowledge gaps and audit discrepancies
• Help establish SOPs (standard operating procedures) and create improved audit structure
• Communicate metrics around audit failures and enablement opportunities
• Partner with Operations leadership to help facilitate coaching conversations
• Review audit reports and investigate anomalies to provide a SMART action plan
• Facilitate onboarding, audits and training as needed
• Analyze audit/performance KPI’s for the Outbound team and Outbound Quality Associates

What You Bring To The Role

Minimum Requirements:

• 1+ years of experience in process analysis, e-commerce production, training or related fields
• Strong leadership ability and desire to work in a fast paced startup environment.
• Strong knowledge of adult learning principles
• Comfortable working with large data sets and analyzing reports
• Experience using data platforms for reporting
• Proficiency with Google platform (ie forms, sheets, etc)
• Strong written and verbal communication skills with ability to tailor communication style to suit the target audience; executive presence
• Exceptional attention to detail and organization skills
• Adaptability and openness to change
• A growth mindset with a solutions focus
• Ability to Travel 10% of time to Secaucus, NJ

Preferred Requirements:

• Bachelor’s degree
• Experience and knowledge of luxury goods
• Strong analytical and business intelligence background
• Experience working in ecommerce operations

Compensation, Benefits, + Perks

• $50 in monthly food credits to apply to snacks and meals that are available for purchase on site
• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid parental leave
• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work) & 10 Paid Holidays
• State of the art, climate-controlled warehouse facility

Find out more about our Benefits here.

The expected hourly rate for this role is $21.83-$26.27. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.