Quality Control & Training Specialist

Remote

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The Quality Control and Training team plays a key role in creating consistent, quality experiences for every customer interaction with our award winning Support team. 

 

As a Quality Control and Training Specialist, your primary responsibility will be to support the personal development and professional growth of our Support Representatives and Specialists. You will accomplish this by leveraging your facilitation skills to onboard and train new team members. And, you will contribute to the ongoing development of our frontline teams by leading additional training and shadowing sessions. You also will be responsible for conducting weekly ticket reviews and providing written feedback that recognizes exceptional contributions and actionable opportunities for improvement to the overall customer experience. 

 

What you’ll do:  

  • You'll use quality assurance grading tools to routinely monitor and evaluate current support channels, including chat and email, ensuring they meet defined quality standards.
  • You'll participate in quality calibration meetings to improve the alignment and understanding of team processes and procedures.
  • You'll partner with Support management teams to establish quality standards and best practices.
  • You'll analyze performance from quality assurance data and communicate trends to Support leadership and frontline teams as appropriate.
  • You'll facilitate coaching, training, and development workshops to new and existing support representatives. 
  • You'll partner with cross functional subject matter experts and key stakeholders to review and recommend updates to training content and initiatives.
  • You'll identify additional training needs from qualitative feedback - highlighting key areas to the Product Support leadership team.
  • You'll drive continuous improvement by identifying opportunities to improve current processes and assist in the implementation of changes.

 

We’d love to hear from you if:

  • You have a Bachelor’s degree or relevant work experience.
  • You have 2+ years of quality assurance, quality control, or training experience in a SaaS technology company or a similar environment.
  • You have excellent written and verbal communication skills with the ability to communicate complex information in a clear and concise manner to individuals and a larger group.
  • You have a demonstrated ability to understand complex software applications and a desire to share that knowledge with others.
  • You maintain awareness of different learning style preferences and abilities, adapting approaches as necessary in order to design and deliver training in an inclusive way.
  • You have excellent interpersonal skills and experience partnering with cross-functional teams in order to identify and assist in the development of improved processes and procedures. 
  • You demonstrate your ability to make well thought out decisions through impartial, specific, and actionable analysis and feedback.
  • You can effectively plan, prioritize, and manage concurrent responsibilities.
  • You have demonstrated leadership qualities and represent the company and its customers professionally at all times. 
  • You are attentive to detail and operate with a high level of self motivation, integrity, and energy.

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Vaccination Policy: We are requiring that employees who come onsite be vaccinated. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Mailchimp/Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who wold like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact talentacquisition@intuit.com

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

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