Who You Are

You are a thoughtful and performance-driven coach who is passionate about helping teams grow through structured feedback, skill development, and continuous improvement. You have a strong ability to identify patterns in customer interactions, translate insights into practical coaching strategies, and partner with leaders to elevate the overall customer experience.

You bring both analytical thinking and strong interpersonal skills to your work. You are comfortable working with data, quality insights, and customer feedback to identify opportunities for improvement. At the same time, you are energized by coaching individuals and teams, helping them build confidence, refine their approach, and consistently deliver exceptional customer experiences.

You enjoy building programs that scale. Whether developing coaching frameworks, facilitating skill workshops, or partnering with managers to close performance gaps, you are motivated by seeing measurable improvements in both employee performance and customer satisfaction.

You thrive in collaborative environments and work closely with Quality Assurance, Customer Insights, and CSO leadership to ensure that coaching initiatives align with broader customer experience goals. You are excited by the opportunity to help shape how continuous improvement is embedded across the organization.

Your Success Profile

What You Will Work On

• Own targeted coaching programs driven by QA scoring, customer feedback, and CX metrics to improve performance beyond baseline expectations.
• Deliver structured 1:1 and group coaching focused on recurring themes, skill gaps, and behavioral trends identified through QA.
• Translate QA data into clear, actionable improvement plans for individuals, pods, and teams.
• Reinforce CX standards, expectations, and scoring methodology to ensure consistency and clarity across CSO.
• Partner with QA to ensure 100% of evaluated interactions receive follow-up coaching, reinforcement, or validation as appropriate.
• Identify where high-performing behaviors can be scaled, replicated, or operationalized across teams.
• Track coaching effectiveness and improvement lift over time (pre/post coaching analysis).
• Close the loop between QA findings, coaching actions, and CX outcomes.
• Design and maintain repeatable coaching frameworks, playbooks, and toolkits aligned to QA scoring criteria.
• Support enablement initiatives by contributing QA-driven insights to onboarding, refreshers, and skill-based training.
• Document best practices and improvement strategies in Confluence to support long-term scalability.
• Participate in and contribute to calibration sessions to ensure scoring consistency, fairness, and alignment across evaluators.

How You Will Do Your Work

As a Manager, Quality Assurance – Sales, your success will be driven by:

• Consultative Approach – You collaborate with sales stakeholders to understand team goals and design QA systems that align with their KPIs.
• Accountability – You treat quality as a cornerstone of sales success and are relentless in ensuring standards are upheld.
• Adaptability – You know that sales evolves rapidly and your QA program is agile enough to adapt as products, messaging, and buyer behaviors change.
• Solution-Orientation – You can identify performance gaps and implement scalable QA practices that help close them.
• Curiosity – You constantly explore new tools, methodologies, and data sources to improve the QA function.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 2+ years in Customer Experience, Quality Assurance, Enablement, or Operations
• Demonstrated success in coaching performance improvement at scale
• Strong data fluency with the ability to interpret QA and CX metrics
• Experience working with QA platforms (MaestroQA preferred)
• Excellent facilitation, coaching, and written communication skills
• Systems thinker with strong follow-through
• Comfortable operating independently while partnering cross-functionally

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $36.30 to $39.93 per hour.