Intuit Mailchimp is the #1 email marketing and automation platform. We empower millions of customers worldwide to build their brands and grow their companies with a suite of multichannel marketing and CRM solutions powered by GenAI.

We are looking for an experienced quality control specialist who can help drive high-quality standards for new and existing services for our customers. To achieve high levels of consistent quality, this person will partner with external partners and internal stakeholders, including Analytics, Learning and enablement, Product Management, Marketing, Sales, and Service Experience Design.

Reporting to the Senior Manager of Operations & Quality, your primary responsibilities will be to manage quality of service performance and support the personal development of our Customer Success Managers. You will leverage your facilitation skills to coach and train new team members. You will also partner with the training and enablement teams to lead additional training and shadowing sessions as necessary. Finally, you will be responsible for conducting weekly ticket reviews and providing written feedback that recognizes exceptional contributions and actionable opportunities for improvement to the overall customer experience.

Responsibilities

• Oversee the team's use of quality assurance tools, routinely monitoring and evaluating current support channels, ensuring they meet defined quality standards.
• Lead quality calibration meetings across internal teams to improve the alignment and understanding of team processes and procedures
• Partner with Customer Success leaders and teams to establish quality standards and best practices
• Analyze performance from quality assurance data and communicate trends to leadership and frontline teams as appropriate.
• Partner with the enablement team to build coaching and development workshops for Customer Success Managers, leaders, and other members of the quality team
• Partner with cross-functional subject matter experts and key stakeholders to review and recommend updates to training content and initiatives
• Identify additional training needs from qualitative feedback - highlighting critical areas to the Product Support leadership team.
• Drive continuous improvement by leading initiatives to improve team processes.