Senior Manager, Quality Assurance
Senior Manager, Quality Assurance
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Job Description
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. Wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact in a growing fintech company
BILL is transforming how small and midsize businesses manage their financial operations. We are seeking aSenior Manager Quality Assurance to lead the evolution of our quality assurance (QA) program from manual and reactive to data-driven and strategic. This role is responsible for scaling QA operations using technology and analytics to enhance agent performance and ensuring a consistent high-quality customer experience across our in-house and third-party BPO teams. The ideal candidate has extensive contact center QA leadership experience proven success managing high-performing teams and the ability to use data and technology to drive measurable business outcomes.
Key Responsibilities
Strategic Program Development and Scaling
- Design implement and scale a global QA framework aligned to our vision of shifting from a cost center to a value center.
- Develop a comprehensive quality scorecard measuring both compliance and a representatives ability to convey the customers business and product value.
- Integrate QA data with Learning and Development to enable a continuous improvement loop.
BPO Governance and Partnership
- Serve as the primary point of contact for quality discussions with BPO partners.
- Establish and maintain a governance framework holding regular business reviews to evaluate trends share insights and co-create improvement plans.
- Ensure partners meet quality standards and contractual requirements implementing performance management plans when necessary.
Data and Technology Leadership
- Drive adoption of AI-powered conversation analytics to automate and enhance QA.
- Partner with analytics teams to leverage tools such as Tableau and Power BI to uncover performance trends and identify root causes of customer pain points.
- Translate complex data insights into actionable strategies that improve performance and customer satisfaction.
Team Leadership and Development
- Lead mentor and develop a team of QA supervisors and analysts fostering a culture of accountability and excellence.
- Ensure the team has tools coaching and resources to succeed in a data-driven environment.
- Collaborate with Learning to create training informed by QA insights and tailored to representative needs.
Wed love to chat if you have:
- Bachelors degree in a relevant field (Masters a plus)
- 7 years in a contact center including 5 years in QA leadership
- Proven experience scaling QA programs with global BPO partners governance frameworks and measurable results
- Experience evaluating contact center/process quality and implementing QA scorecards and calibration processes
- Proficiency with data analysis and BI tools (e.g. Tableau Power BI) for building and interpreting dashboards
- Experience with quality management software; AI/ML conversational analytics experience a plus
Preferred Qualifications:
- Exceptional leadership communication and interpersonal skills with the ability to influence stakeholders at all levels
- Proven success leading change building strategic plans and executing tactical initiatives in a fast-paced environment
- Ability to articulate a vision for quality that aligns with business goals and delivers measurable ROI
- Passion for delivering excellent customer experiences and fostering a culture of quality
- Agile and adaptable in navigating evolving business priorities
- Proactive consultative and able to identify and act on opportunities to improve customer experience
This hybrid role requires in-office work (Mon Tues Thurs) at either our San Jose CA or Draper UT office. Candidates must be U.S. work authorized with no current or future sponsorship needs and live within 45 miles of one of these locations or relocate by the start date. Fully remote work is not available for this position.
#evergreen
The estimated salary range for this role is noted below for our San Jose based role. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
The estimated base salary range for this role is noted below for our office location in Draper UT. Additionally this role is eligible to participate in BILLs bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
Whats in it for you
Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100% paid employee health dental and vision plans (choose HMO PPO or HDHP)
- HSA & FSA accounts
- Life Insurance Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11 Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Senior Manager
Employment Type
Full Time
