QA Manager

Job Description

Wayfair is looking for a Quality Assurance Manager to organize and drive the QA initiatives that support our Supplier Engineering team. Our team is now building cutting-edge applications and self-service tools which will aid Wayfair sellers in every step of the e-commerce journey. From onboarding to creating and updating their product catalog, to improving the merchandising and pricing of individual products - we will be offering guidance and recommending world-class solutions at every step. Our goal is to make it as easy for anyone to sell on Wayfair as it is to buy from Wayfair.

The Supplier Engineering team has been tasked with spearheading the next set of major growth for Wayfair as we strive towards our goal of growing from a $15B company to a $100B company. With this comes the opportunity for you to work on and lead high-visibility projects that have an extremely high impact on Wayfair. Furthermore, you will be green fielding the way we’re going to build applications for our sellers going forward. Our focus is continuously innovating and improving to offer a Best in Class experience.

The Quality Assurance Manager will be accountable for all aspects of our internal Quality program and the support provided to our Supplier Engineering team . You will be responsible for leading a team of quality specialists and analysts ensuring current quality standards are driving the desired outcomes and continuously looking at innovative ways to improve our quality frameworks for scalability. 

What You’ll Do

• Manage the ongoing development and implementation of a robust quality ecosystem, automations, and testing execution across channels and markets.
• Partnering closely with the Global product team to drive direction and prioritization of quality automation and behaviours within a suite of external Quality platforms.
• Continuous evaluation of current quality processes and behaviours against impact on key contact centre KPIs such as customer satisfaction, average handle time and resolution, owning recommendations and direction of change.
• Lead a growing team of Quality Analysts and specialists to ensure compliance to current quality standards are adhered to and quality scores reported out to key stakeholders.
• Lead improvement initiatives with business stakeholders on gaps identified with current standards/processes identified through the quality framework.
• Ability to consult on coaching practices with our frontline leaders to drive positive improvements in our contact quality index (CQI).
• Establish and maintain strong communication with cross-functional teams across all disciplines for both internal and external development, QA and Localization partners.
• Continually improve the operational efficiency and effectiveness of the QA & Deployment effort by assessing current practices and incorporating new strategies.
• Be the internal advocate and spokesperson for all things QA & Deployment. Clearly communicate issues, risks, concerns, and successes to stakeholders.

What You’ll Need

• Bachelor's Degree in Science, Engineering or similar technical discipline.
• Significant experience in quality assurance, leading a team and managing managers.
• Expert on quality assurance techniques, frameworks and methodologies with strong evidence of delivering results and continuous improvement initiatives and extremely comfortable working with data analytics problem solvers.
• Experience connecting Quality program insights with enablement and service delivery teams – you understand the value of quality as a goal and help others contextualize insights from quality reporting into applicable business and operational improvements.
• Proficient knowledge of Excel; with experience working with SQL and/or GBQ, Google Data Studio an advantage.
• Critical thinking,  you naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
• Comfort with ambiguity and an ever changing ecosystem as we grow - you’ll act as a senior thought partner in this space.
• Strong executive presence and track record of cultivating strong and trusting relationships with an ability to work collaboratively across multiple functions. 
• Confidence with challenging the status quo, both influencing and challenging decisions at a senior management level.
• Ability to work to deadlines with good prioritization, planning and organizational skills
• Comfort with working in a fast-paced, dynamic environment.