QA Program Manager

A home is the biggest investment most people make, and yet, it doesn't come with a manual. That's why we're building the only app homeowners need to effortlessly manage their homes ?" knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $500B industry ?" we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We're seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we'll build together.

Thumbtack by the Numbers

• Available nationwide in all 3,143 U.S. counties
• 70 million projects started on Thumbtack
• More than 4 million customers in the last 12 months
• Pros earn billions on our platform
• More than 8 million 5-star reviews for our stellar pros
• 1000+ employees and $3.2 billion valuation (June, 2021)

About the Quality Team

We're a global team of quality assurance team out on a mission to drive the best experiences for our customers and professionals. Our mandate is to drive a consistent, scalable experience, and accelerate business performance through quality assurance and transaction monitoring.

About the Role

As a QA Program Manager, you are expected to initiate and implement continuous improvement initiatives to help up-level our QA programs and accelerate QA service delivery. You will work closely with the QA team leadership to identify areas for improvements in our existing QA workflows and recommend tooling and other resources needed to improve productivity and quality of work.

You will also be in charge of leading projects aimed at improving service quality and ensuring we provide the best experiences to our pros and customers at the different touch points in their service journey. Your mandate is to look into QA data, propose and run cross-functional and cross-team projects that will improve our frontline teams' quality of service. You will also be in charge of conducting audits to ensure our processes and scripting align with the regulatory and business requirements.

To be successful in this role, you are expected to be an expert on quality assurance, data analysis, process optimizations, and workflow management.

Responsibilities

• Ideate QA projects and initiatives to improve service quality, operations KPIs, and customer experience.
• Lead or take part in process improvement projects geared towards improving the QA team's efficiency, productivity and quality of deliverables.
• Audit calls and other interactions from our service channels as required by projects being run.
• Work with our internal controls, legal and operations teams to ensure scripting and agent workflows are compliant with legal and regulatory requirements.
• Publish reports and presentations to share key insights that will help operations stakeholders improve overall program performance and service delivery, and inform training/enablement loops.
• Recommend and implement new tools, technologies, and workflows based on evolving department strategy and operational needs.
• Work closely with the Head of QA and QA leadership team to monitor and report department performance and identify areas for improvement. Monitor and report the QA team's performance against industry benchmarks and best practices.

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• At least 3 years of related experience in quality assurance.
• At least 5 years of combined experience in a contact center environment.
• Excellent aptitude for research, navigation, and investigation.
• Strong competence in publishing reports using quality and analytics tools. Adept at data storytelling for business.
• Proficient in the use of Google Forms, Sheets, Docs, and Slides.
• Lean, Six Sigma, PMP or other project management, process improvement and quality assurance body of knowledge.

Nice-To-Have Qualifications

• Knowledge of COPC best practices for quality management is a huge plus.
• Experience in deploying QA automation and text analysis tools is a huge advantage.
• Experience using analytics and dashboarding tools including Tableau, Big Query or Mode Analytics. Knowledge in SQL query is a huge plus.
• Familiar with QMS and CMS platforms Five9, Gong, and Salesforce.
• Knowledge and experience in compliance and regulatory audits (ie. SOX, GDPR, DPO) is an advantage.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

• Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
• 20+ company-wide holidays including two week-long shutdowns
• Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
• Stipends for remote work support, home office set-up and internet
• Subscriptions and Employee Assistance Program for mental health and well-being
• Cell Phone Reimbursement, Thumbtack services (North America only)

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact recruitingops@thumbtack.com.

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.