QA Program Manager, Customer Experience
Upload My Resume
Drop here or click to browse · PDF, DOCX, DOC, RTF, TXT
Requirements
• Location • Location Type • Department • Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs. • Manage BPO Quality Performance: • Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. You will tell the story of "why" metrics move and propose actionable solutions. • Drive Data-First Insights: • Cross-Functional Collaboration: Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience. • Cross-Functional Collaboration: • Close the Feedback Loop: Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching. • Close the Feedback Loop: • 5+ years of experience in Customer Support Operations or Quality Assurance, with a proven track record of managing quality programs in an outsourced (BPO) environment. • Tool Proficiency: Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms). You know how to build a scorecard that balances technical accuracy with customer empathy. • Tool Proficiency: • Analytically Minded: You are a "data-first" operator. You are comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership. • Analytically Minded: • Strategic yet Scrappy: You can present a high-level strategy to executives but are equally comfortable auditing tickets alongside an agent to understand the "on-the-ground" reality. • Strategic yet Scrappy: • Excellent Communicator: Ability to influence and align external partners and internal stakeholders across different cultures and time zones. • Excellent Communicator: • Relentlessly Curious: You always want to dig deeper to understand the root cause of an issue, particularly regarding what our customers need to have a safe, seamless ride. • Relentlessly Curious:
Responsibilities
• Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements. • Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value. • Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs. • Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. You will tell the story of "why" metrics move and propose actionable solutions. • Cross-Functional Collaboration: Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience. • Close the Feedback Loop: Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching.
Benefits
• $102K – $140K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please Note: we have set up limits for applications for this role. The following limits apply to applications for all jobs within this group: • Candidates may not apply more than 2 times in any 60 day span. • Candidates may not re-apply to the same role within 90 days if not presented with an offer • IMPORTANT: Please put your legal first name and your legal last name here • IMPORTANT: • Please do not put nicknames in this field. • Please put your preferred first name and preferred last name here • Please enter your phone number in the exact format for your country, including the country code for candidates outside of the United States. • Please list your current company or most recent company (if not currently working) • Please attach a PDF copy of your resume • or drag and drop here • If you don't have a LinkedIn profile please put N/A • Please enter where you first heard about this job? • If offered this position, please outline your specific base salary requirements? • If sponsorship is required, please confirm your current visa type and amount of time left on you current visa. • B1 - Intermediate • C2 - Proficient • They/Them/Theirs • Prefer not to say • Message and data rates may apply. You can reply STOP to opt out of future messaging. • View our privacy policy here: Privacy Policy • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran