Intuit is looking to improve the quality of sales and service interactions to enhance customer trust, increase conversion rates, and drive long-term customer retention. The company aims to establish a scalable Quality Assurance function that can evolve into a Quality Center of Excellence.
Requirements
- Proven experience in Quality Assurance leadership, with strong focus on sales and customer experience.
- Deep understanding of sales processes, quality frameworks, and customer experience drivers.
- Ability to identify and validate sales behaviors that drive conversion and retention.
- Strong record of leveraging customer insights and QA reporting to influence strategy and outcomes.
- Experience collaborating with Enablement, Sales, and Customer Success to improve agent performance.
- Track record of building or scaling new functions or teams preferred.
- Excellent cross-functional influence, analytical, and communication skills.
Responsibilities
- Own and manage the QA framework to establish and continuously refine the quality standards for Concierge sales and service interactions.
- Ensure QMS tracking and reporting align with both customer experience and conversion strategies.
- Establish foundational processes, pilots, and calibration models to build a scalable QA organization.
- Define the key behaviors, process markers, and conversation drivers that lead to successful sales and service outcomes.
- Use data-driven approaches to test and prioritize what works vs. what doesn’t, ensuring findings are actioned through coaching, playbooks, and enablement.
- Use QA reviews, customer feedback, and VOC data to capture what customers are saying to formulate solutions to top-driving pain points.
- Develop KPIs such as lead quality uplift, sales conversion drivers, compliance adherence, coaching effectiveness, and customer satisfaction.
Other
- Ability to travel 25% of the time
