At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives. 

As a Senior Quality Assurance Manager within Membership Services at WHOOP you will be responsible to ensure that our front-line teams are delivering the very best service and support to our member community. You’ll do that through quality focused initiatives, identifying training or content gaps, analyzing performance and ensuring that our teams have the right tools available to deliver the world-class support we expect.

The successful candidate will thrive in the type of environment that is ambiguous, fast paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is essential.

Responsibilities:

• Develop quality management strategy and maintain a quality plan by analysis and evaluation of contact standards, quality scorecards performance metrics standards and individual contacts when we have failed to deliver on our own expectations
• Manage direct reports, including QA Managers and QA Analysts
• Develop a Quality auditing process (both manual and automated): define and design internal calibration and dispute process to help drive member services representative engagement
• Be a champion of Quality within Membership Services by driving education on Quality standards and processes 
• Identify and develop quality assurance tools, reporting mechanisms and support materials designed to quantify areas for improvement
• Proactively identify inconsistencies in content, provide recommendations for content updates, and ensure consistency across all resources 
• Remove barriers to the success of our frontline team wherever they originate (tools, training, resources, etc.) 
• Maintain focus on data integrity and producing work of the highest quality
• Establish and track metrics for quality that ensure accountability, measure results, evaluate trends and optimize programs.
• Travel to Boston HQ as needed post-COVID

Qualifications:

• Minimum 5 years of experience in a senior quality assurance role for customer service
• Methodical but creative problem solver who has a passion for quality and process improvement
• Experience working in a highly detail-oriented environment with a high degree of diligence and accountability 
• Confident communicating feedback and findings to stakeholders 
• Preferred Bachelor's degree or college experience

NOTE: The qualified applicant must reside in one of the following states to be considered: AL, AZ, CO, CT, D.C., FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NJ, NH, NV, OH, OR, OK, PA, SC, TX, UT, VT, VA, WA, WI.

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.