Jobs @ Turo

Training and Quality Assurance Manager

San Francisco
<p><span style="font-weight: 400;">We’re looking for a world-class Training and Quality Assurance Manager to join our San Francisco team. You will have the opportunity to define and execute the Training and QA Approach for our almost 400+ in-house and outsourced agents while working closely with the entire operations team.</span></p> <p><strong>Responsibilities:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Hire, lead, inspire, and motivate a team of Specialists: set them up for success, manage their performance, and provide individual coaching</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own the Training &amp; QA department roadmap: identifying and driving vision and goals to increase customer satisfaction</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Drive the creation of quality training materials for the Turo Core Curriculum  </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Perform root-cause analysis to understand what can be done better to improve support quality  </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Liaise with internal Turo teams to give feedback on what processes, content, training, &amp; tools can be improved to drive support quality</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with line of business managers and vendors teams to provide feedback on their team’s performance, and create sets of recommendations to improve the performance of their agents</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Implement KPIs to measure team effectiveness and drive continuous improvement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Represent Turo’s mission, vision and values with integrity and professionalism</span></li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Professional experience working in a customer support environment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ability to manage effectively, set team goals, provide clear feedback and manage through challenging situations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated ability to influence and gain consensus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent data analysis &amp; project management skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience using Zendesk or other CRM applications, and strong knowledge of Gmail, Google Docs, and Excel</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience with learning management systems (LMS)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Successful track record of delivering large-scale learning programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Bachelor’s Degree required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Bonus: start-up experience, ability to thrive in a fast paced, constantly changing environment</span></li> </ul> <p><strong>Benefits:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive salary and meaningful equity</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Employer paid medical, dental, and vision insurance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Apple equipment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Four weeks paid time off, volunteer time off, generous parental leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Weekly catered lunch</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Stocked kitchen and beverages</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Company-sponsored happy hours and team events</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turo owner matching and vehicle reimbursement program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turo travel credit every month</span></li> </ul> <p><span style="font-weight: 400;">We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!</span></p>


Interested? Apply here.