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Global QA Operations Manager

Company: Nextdoor
Location: San Francisco
Posted on: February 25, 2021

Job Description:

Nextdoor is where neighbors turn for trusted connections and the exchange of helpful information, goods, and services. Nextdoor's purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on. Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come. The Impact You'll Make This role will help lead the development and ongoing execution of Nextdoor's vendor operations quality program. The ideal candidate is passionate about the learning and development of support teams, customer-obsessed, empathetic and data-driven. You will be responsible for driving improvements to key metrics (i.e. CSAT, NPS, etc.) and partnering with internal operations stakeholders to affect positive change in processes, behavior, training and technology.-- This team member will use strategic thinking, human-centered methodology and analytical capabilities to ensure that our vendors are meeting or exceeding quality standards and SLAs as defined by the Nextdoor operations teams. Through effective project management, you will help define, standardize, and optimize the QA program across multiple vendors, locations, and workflows.--

  • Build a world-class quality assurance program designed to ensure Nextdoor's members experience is consistent and meeting our high standards across all support channels
  • Manage relationships with key vendor leadership to ensure quality standards and contractual obligations are met
  • Work cross-functionally with Product managers to ensure new features are effectively communicated to vendors
  • Leverage data, metrics, analytics and statistics to make informed decisions and to create analyses to optimize vendor performance
  • Lead and facilitate innovative quality initiatives by developing a deep understanding of key business requirements and maximize value from vendor partners
  • Collaborate with vendor managers to identify QA cost optimization opportunities
  • Develop and standardize a qualitative and quantitative strategy for improving QA, mitigating operational risk, and proactively identifying trends across multiple case types
  • Establish processes that produce high-quality member satisfaction, experience, and loyalty that exceeds industry standards
  • Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective, preventative and human-centered action plans
  • Prepare and present findings to stakeholders and recommend and participate in process improvement initiatives, including training development
  • Collaborate with training, business operations and other stakeholders to create content assets, including knowledge base articles to support vendor and service teams What You'll Bring to The House
    • --Bachelor's degree or 5+ years of professional working experience in a related field, with experience in a quality or experience-driven role in a multi-site/multi-channel support center environment
    • Analytical and quantitative problem-solving skills and the ability to communicate complex ideas concisely to positively impact vendor performance
    • Proficiency using SQL to extract data
    • Proven success in leading and motivating others, with strong interpersonal skills and the ability to influence internal and external partners
    • Experience evaluating a variety of support types, including moderation, customer success, and technical support preferred
    • Outstanding interpersonal skills, customer-obsessed and empathetic with the ability to communicate clearly to influence and drive strategic decisions--
    • Ability to adapt to a rapidly changing environment--
    • Proficient in Google Workspace At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the customers we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records. U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Nextdoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
      • Autism
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
      • Blind or low vision
      • Cancer
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or hard of hearing
      • Depression or anxiety
      • Diabetes
      • Epilepsy
      • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
      • Intellectual disability
      • Missing limbs or partially missing limbs
      • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
      • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Nextdoor, San Francisco , Global QA Operations Manager, Executive , San Francisco, California

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