Lead Quality Assurance - Customer Support
Job Description
Who we are:
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.
Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.
Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.
About the Role:
The QA Lead, reports to the Quality Assurance Manager. Supervises a group of Quality Assurance Representatives who are responsible for Quality Assurance evaluations for an inbound call center as well as administrative functions. This position partners with the QA Representatives to ensure that the overall quality of the customer experience meets company expectations.
What You’ll Do:
- Drive QA Team Strategy in alignment with leadership
- Participate in Data Analysis & Presentations across the Support organization
- Schedule and Lead QAR Coaching Sessions
- Identify, suggest and drive to completion, any possible improvements in process or performance
- Participate in achieving business KPI’s
What We’re Looking For:
- 3-4 Years of Experience as Support QA Lead in a reputable technology company
- Strong analytical skills
- Proven experience of successful stakeholder engagement/management
- Ability to quickly adopt and learn new technologies
- 1 to 3 years of experience in report building
- Ability to produce high quality process documentation
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
#LI-Remote
Date Posted
03/01/2023
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1
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