Customer Care Team Lead, Quality Assurance

San Francisco, CA, United States

**Customer Care Team Lead, Quality Assurance**

San Francisco, CA / Operations Customer Care / Full-Time **Who We Are**

Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology. Weve united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging.

With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.

**Overview**

At Tonal, we place customer experience above all else. The Team Lead for Quality Assurance is a key leader in customer care. This role impacts how our team contributes to the customer experience and delivers a premium experience to each customer, member, tech, and installer. Additionally, and just as critically, this role takes charge of the advocate and quality assurance (QA) experiences. Happy, engaged, empowered teammates drive quality experiences for our external customers/partners and this team lead will provide oversight to our quality assurance contractor network to ensure that we deliver actionable feedback in a consistent and positive methodology.

You are the daily guide for our quality assurance teammates and you set the cultural and operational expectations for the team. This role requires a deep understanding of our product experience, operations, and service standards. As quality assurance trends are identified, you feedback to the learning and development team to drive priorities in advocate curriculum and certification programs. You hold partners accountable for measurable results, including CSAT and advocate engagement scores. + Develop deep expertise in Tonal as we drive customer satisfaction through efficient and accurate information

+ Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development

+ Speak with customers in person, over the phone, across social channels, and over email. Everyone on our team works directly with customers to maintain workflow proficiency and stick close to the community

+ Oversee our network of quality assurance contractors which includes monitoring the volume of output as well as the consistency of calibration across the network

+ Keep CSAT as your guiding light. You identify and execute initiatives that will help mitigate dissatisfaction and escalations. We want to address poor experiences at the first sign of risk so that the escalation never happens to begin with. Each poor experience presents an opportunity to prevent the same in the future

+ Serve as a key contributor to our Critical Escalations program. These experiences represent the most challenging of circumstances for our customer groups and they require extremely thorough review to turn each into an opportunity for improvement

+ Partner with other leaders on care to create a dynamic and supportive learning environment and drive ongoing improvements. You will work especially closely with team members who oversee our advocate/member operations and regularly connect with our Process Development leaders

+ Partner with our call center teams (both outsourced and insourced) on quality assurance and coaching programs. This ranges from designing engagement and reinforcement activities to tracking reporting and analytics on the overall health of the programs performance

+ Partner with our Insights team to drive improvements and their understanding and overall knowledge of the why behind an advocates actions

+ Present Data/QA Deep Dives and studies to stakeholders on trends found in QA monitorings and propose/drive solutions for those gaps. This applies especially in the partnership with training. While you directly support the Quality Assurance team, you contribute heavily to our training operations and hold them accountable to necessary changes and development in the advocate curriculums

+ Complete QA audits and call monitoring across all channels and teams

+ Execute coaching sessions to calibrate on quality scoring and guidelines

+ Execute ad hoc projects and other tasks when needed

+ Cover flexible hours as this position includes some on-call work, including nights and weekends

**Who You Are**

+ An independent thinker with a collaborative mentality. You are a self-starter and also enjoy working with others. You understand that everyone has something to contribute to the discussion and action plan

+ Comfortable driving changes. You make recommendations, align, and then execute actions

+ An excellent communicator with especially strong writing skills. You write clear, concise, and fruitful feedback

+ Detail-oriented, understanding that details matter as much as the big picture. Being able to document and bring attention to these details is something you take pride in delivering

+ A seeker of knowledge, keeping up to date with the relevant resources and company information in order to support the goals of the Customer Care Team

+ Ability to prioritize and effectively manage your time in a demanding, fast-paced environment

+ Positive under pressure and experienced in navigating the unexpected

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We dont just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. Were dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what were looking for (even if you dont check every single box), send us your application. We would love to hear from you! Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonals Accessibility Policy and local legislation.

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