The Knot Worldwide is looking to establish a new Quality Assurance (QA) function within its U.S.-based Revenue Organization to drive compliance, ensure adherence to sales methodologies like SPICED, and enhance the overall customer experience, ultimately impacting revenue performance and customer satisfaction.
Requirements
- 3+ years of experience in Quality Assurance within a sales or service environment, with a strong emphasis on sales processes.
- Proven experience in designing, developing, or enhancing QA frameworks, especially in dynamic or evolving settings.
- Solid understanding of sales methodologies, with SPICED knowledge preferred.
- Proficiency with tools such as Gong and Salesforce is highly desirable.
- Strong data analysis skills, capable of interpreting trends and deriving actionable insights.
- Highly organized, detail-oriented, and process-driven with the ability to operate independently.
Responsibilities
- Partner with the QA Manager to design, implement, and continuously improve a scalable QA framework for Sales, Account Management, and Customer Support teams.
- Conduct comprehensive audits of customer interactions—including calls and emails—to ensure compliance with legal standards, sales methodologies, and customer experience benchmarks.
- Leverage tools such as Gong and Salesforce to generate, analyze, and interpret data to identify trends, root causes, and opportunities for improvement.
- Maintain and enhance QA dashboards and scorecards, providing clear insights into team performance and compliance levels.
- Deliver direct, constructive feedback to sales representatives regarding their interactions, fostering a culture of continuous improvement.
- Collaborate with sales managers and enablement teams to translate QA findings into actionable coaching and training initiatives.
- Proactively identify process gaps and recommend solutions to optimize the QA framework and sales operations.
Other
- Exceptional verbal and written communication skills for delivering constructive feedback and collaborating effectively.
- Comfortable working remotely with proactive problem-solving skills and autonomous decision-making capabilities.
