Quality Program Manager - CS , eero
At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. We are seeking a Quality Program Manager to oversee all things quality for eero’s customer support division. The ideal candidate should be an experienced Program Manager with a background in driving quality and performance initiatives. They should have a contact center background with the ability to communicate strategic plans and initiatives from Agent to Executive levels.
Key job responsibilities
As the Quality Program Manager you will:
- Serve as the subject matter expert on quality standards and QA methodologies across eero's customer support organization.
- Conduct and oversee QA reviews for key internal teams and vendor partners, ensuring consistent evaluation across all support channels.
- Design and implement methods to evaluate and measure agent performance using quantitative and qualitative data.
- Leverage AI-powered tools (e.g., Amazon Connect Contact Lens, speech and text analytics) to identify trends, automate quality insights, and drive program improvements and efficiency.
- Work in partnership with vendor and internal managers to monitor trends in quality and implement strategies to maintain and improve performance.
- Collaborate with Learning & Development to recommend new training materials and update existing content based on QA findings.
- Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods across internal and vendor teams.
- Identify customer pain points through customer satisfaction surveys, QA audits, AI-driven sentiment analysis and performance trends.
- Work cross-functionally with vendor partners and internal teams to drive improvements to process and customer experience.
- Maintain QA reporting mechanisms to provide visibility into program health for senior leadership.
- Continuously evaluate and implement AI and automation solutions to scale the QA program and improve operational efficiency.
- Ability to travel both domestically and internationally (<25%).
A day in the life
Daily, you will be responsible for conducting QA reviews and inspections of interactions our agents, both internal and vendor, have with our customers. You'll obsess over the customer experience, review customer feedback, observe interactions in real time, and make data-driven recommendations to improve that experience. You will leverage AI and automation tools to identify trends, surface insights, and accelerate quality improvements across the organization.
You'll work with key internal and vendor stakeholders to drive initiatives and provide feedback to senior leaders on the overall health of our quality program. You will analyze trends and address opportunities in real time, building the policies, procedures, and best practices that ensure eero meets our commitment to world-class customer support across the globe.
Key job responsibilities
As the Quality Program Manager you will:
- Serve as the subject matter expert on quality standards and QA methodologies across eero's customer support organization.
- Conduct and oversee QA reviews for key internal teams and vendor partners, ensuring consistent evaluation across all support channels.
- Design and implement methods to evaluate and measure agent performance using quantitative and qualitative data.
- Leverage AI-powered tools (e.g., Amazon Connect Contact Lens, speech and text analytics) to identify trends, automate quality insights, and drive program improvements and efficiency.
- Work in partnership with vendor and internal managers to monitor trends in quality and implement strategies to maintain and improve performance.
- Collaborate with Learning & Development to recommend new training materials and update existing content based on QA findings.
- Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods across internal and vendor teams.
- Identify customer pain points through customer satisfaction surveys, QA audits, AI-driven sentiment analysis and performance trends.
- Work cross-functionally with vendor partners and internal teams to drive improvements to process and customer experience.
- Maintain QA reporting mechanisms to provide visibility into program health for senior leadership.
- Continuously evaluate and implement AI and automation solutions to scale the QA program and improve operational efficiency.
- Ability to travel both domestically and internationally (<25%).
A day in the life
Daily, you will be responsible for conducting QA reviews and inspections of interactions our agents, both internal and vendor, have with our customers. You'll obsess over the customer experience, review customer feedback, observe interactions in real time, and make data-driven recommendations to improve that experience. You will leverage AI and automation tools to identify trends, surface insights, and accelerate quality improvements across the organization.
You'll work with key internal and vendor stakeholders to drive initiatives and provide feedback to senior leaders on the overall health of our quality program. You will analyze trends and address opportunities in real time, building the policies, procedures, and best practices that ensure eero meets our commitment to world-class customer support across the globe.