Quality Assurance Program Manager at Yext

| Greater NYC Area
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The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions — wherever people search. Starting with the company website, then extending across search engines and voice assistants, businesses around the world, like Taco Bell, Marriott, and Jaguar Land Rover—as well as organizations like the U.S. State Department—trust Yext to radically improve the search experience on their websites and across the entire search ecosystem.
Yext is building out a world-class Platform Services & Support organization and is looking for a strong candidate to run Quality Assurance Program Management across the global team. The Quality Assurance Program Manager reports to the VP, Client Advocacy and is responsible for delivering quality assurance programs that ensure the Platform Services and Support team is delivering the best quality of service to Yext clients.
What You’ll Do

  • Monitor and advise on the performance of the Quality Management System, produce data and report on performance, measuring against set standards, and implementing corrective actions and charting paths for improvement
  • Manage relationship with Quality Assurance Management Software vendor (MaestroQA), understanding and implementing best practices
  • Evaluate agent performance against rubric, scoring agents according to adherence to defined/documented quality standards
  • Calibrate the quality assurance process across global leadership to ensure consistency
  • Develop and send automated monthly quality assurance reports to PS&S leadership
  • Work with Managers to document and provide both positive and constructive feedback to agents as part of their regularly scheduled 1:1s
  • Analyze data and determine training requirements at both the individual and team level
  • Partner with the Training & Enablement team to design and launch necessary training modules to improve service quality
  • Work with stakeholder groups, to consolidate tools, systems and processes to improve the quality of support
  • Communicate with the team responsible for the Help Center to make updates and adjustments to any documentation that is inaccurate or incomplete
  • When not managing the Quality Assurance Program, triage and answer Premier/Enterprise tickets in Zendesk, adhering to prorated performance standards in productivity, client facing rate and customer satisfaction.

Outcomes

  • Standardized approach to quality assurance across the team
  • Extended leadership team trained in Quality Assurance management fundamentals, and calibrated globally on rubric scoring
  • Develop/refine process documentation and protocols for quality assurance assessment of team members
  • Centralized resource sharing and frameworks for best in class service
  • Improvement in overall team service quality
  • Training and development plan created at the individual and team level
  • Standardized, automated reporting developed and launched

Key metrics of success

  • Standardized, structured quality assurance process with documented cadence
  • Improved KPIs related to servicing clients
    • Reduction in multi-touch tickets
    • Improvement in Resolution Rate
    • Reduced Average Time to Resolution
    • Improved solves / rep
    • Improved CSAT
    • Improved quality scores
  • Improved morale in the team

What You Have

  • BA/BS degree or ideally 2+ years equivalent experience
  • 2+ years experience in a client support / client services
  • Understanding of B2B, SaaS or client-facing, consumer products
  • Ability to thrive in a fast-paced environment with high expectations
  • Drive to make the program successful using iterative and agile principles
  • Excellent communication skills
  • Cross-functional teamwork
  • Project Management / Continuous Improvement methodologies
  • Hands-on, organized, proactive and possess a committed work ethic
  • Able to accept, create and drive change

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • KafkaLanguages
    • Apache Solr / LuceneLanguages
    • HibernateLanguages
    • CSSLanguages
    • CompassLanguages
    • Soy and Groovy TemplatesLanguages
    • RabbitMQLanguages
    • jQueryLibraries
    • HadoopFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • PendoAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • YextCMS
    • SalesforceCRM
    • SalesNavigatorCRM
    • GainsightCRM
    • PardotEmail
    • SalesforceEmail
    • PardotLead Gen

Location

61 Ninth Avenue, New York, NY 10011

An Insider's view of Yext

What’s the vibe like in the office?

Yext has been an amazing place to work over the last 7 years. I've been surrounded by people who care about working hard and getting the job done right, while still keeping the human elements of kindness and collaboration a top priority for interacting with others. It often feels like I'm at work with my friends, and I've always loved that.

Chris

Software Engineering Lead

What does your typical day look like?

Not at all a cliche, but truly no day at Yext is the same. It's something truly special to be part of an ever-growing and innovative company where I have an active seat at the table in shaping where we take our products. With the Upward Rotational Program, I've felt supported and empowered every step of the way.

Jeanne

Upward Analyst, Class 1

How has your career grown since starting at the company?

I have been with Yext for 8 years and held 5 roles, which has led to tremendous growth both professionally and personally. Being a part of such a flourishing start-up has allowed me to see what true entrepreneurship looks like. Yext has taught me the importance of staying one step ahead of the industry and enabled me to be more adaptable to change.

Melissa

Senior Recruiter

How do you empower your team to be more creative?

I encourage my team to think outside the box. If it’s memorable, people are going to retain the info. If it’s fun, people are going to engage. Setting clear metrics for success on a project is what gives us the freedom to be creative. How we execute is all part of the fun! How we tweak and adjust is where we get to success.

Cindy

VP, Enablement

How would you describe the company’s work-life balance?

Because of the flexibility Yext offers its employees, I was able to continue my athletic passion by playing in the Major League of Lacrosse while still holding my full-time position. Yext does a phenomenal job of ensuring their employees are excited to come work by providing them with an incredible work-life balance.

John "Yozzo"

Program Manager, Recruiting Programs

What are Yext Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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