QA & Content Lead, BPO Partner

QA & Content Lead, BPO Partner

The Quality Assurance and Content Lead for Storable Support will ensure that the 3rd party responsible for Supporting the Tier 1 team will have the proper amount of oversight and accountability to see that we are meeting the needs of our customers.

This role will focus on the training and quality of the BPO team in order to drive desired results measured via SLAs and KPIs determined by the Support Leadership as well as oversee and coordinate content creation for knowledge base articles that drive the team's ability to answer questions effectively.

Main Goals:

Ensure that the partner is properly trained by overseeing hiring and training and that the teams are performing up to the agreed-upon quality KPIs.

• This will include working with the BPO to make sure that they have a robust hiring and training plan that changes with the needs of the business.

Attend weekly WBRs and Support Ops to maintain proper communication regarding the state of the BPO and their performance.

Work with the Storable Support Managers to ensure that SLAs are being met as well as gather feedback for ongoing process improvement.

• This will include the development of new knowledge-base articles as well as the upkeep of existing documentation.

Ensure that Training and Knowledge Base articles are being sourced and created based on the needs of the team.

• This will include coordinating with a core team that creates the documentation as well as leadership teams of both Tier 1 and Tier 2.

What you will do every day:

Quality:

• Audit Partner phone calls, emails, and chats to ensure quality alignment with the partner and Tier 1 team.
• Be the subject matter expert, and give guidance while leading calibration sessions
• Complete audit the auditor sessions and provide feedback to the BPO quality team
• Ensure Partners and Storable are living up to our contractual agreement in regard to quality by meeting with them regularly and as needed. Utilize forward-thinking skills to be proactive in this area.
• Report, track, and implement improvements that maximize quality and knowledge within the Tier 1 scope of work.
• Maintains a quality plan for the call center operations, including quality standards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Resolve any identified department quality issues and create training programs as necessary.
• Provide mentorship, oversight, and support to the evolution of quality programs and deliverables throughout the customer experience lifecycle.

Training:

• Assist the Tier 1 team with knowledge base articles and provide feedback to both Storable leaderships as well as Partner teams when applicable.
• Provide guidance and support in relation to knowledge base articles and training.
• Monitor and evaluate the training program and trainer's effectiveness and success periodically and report on them
• Monitor and evaluate post-training mentor programs ensuring ramp to proficiency is maintained, and improved as possible
• Assist in delivering on internal and external policies, standards, processes, and templates for working with vendors.
• Collaborate with the training team to provide feedback on training outcomes and process changes.

Content:

• Assist a team of content creators by enabling them to create help articles and Absorb training courses for Tier 1 and Tier 2 support.
• Coordinate with Tier 2 leadership to ensure that the right content has priority.
• Schedule and develop the timing of training roadmap for Tier 1 and Tier 2 content.
• Ensure that knowledge base articles are being updated and edited in a timely manner.
• Work with Training Strategic Manager to apply Storable standards to new and existing training.

Operations:

Day-to-day contact for Support Partner Leads - assist with escalations from Storable in regards to the Tier 1 team.

• Work with Storable support and Partners to resolve pain points and or workflow issues.
• Recommend, scope, and implement changes to processes or systems to improve the efficiency, measurability, or effectiveness of day-to-day operations.
• Keep the Support leadership team regularly informed of Partner performance and critical issues
• Keep Storable internal leadership notified as needed about changes and critical issues. Ie outages, capacity, attrition.
• Monitors and reports program performance against service level agreements and performance standards.
• Establish and maintain professional business relations with internal and external stakeholders to ensure a high level of coordination, communication, and cross-functional alignment objectives.
• Maintain a collaborative, flexible, and open working style, with an ability to establish and maintain close working relationships with key partners.

What you need to bring to the table:

• 2+ years of relevant software support experience.
• Previous experience working with quality assurance.
• Previous experience with training content creation. Confluence and Absorb a plus.
• Previous experience working with BPOs.
• Exceptional verbal and written communication and presentation skills.
• Ability to coordinate, organize, and execute on objectives with minimal oversight.
• Flexibility and nimbleness - Storable is a fast-moving company, so our sales tactics, product offering, and overall strategy might pivot. We’re looking for someone who is excited by rapid growth, and eager to adapt our processes accordingly.
• Critical thinking and decision-making

Bonus points:

• Salesforce experience
• Tableau experience
• Familiarity with back-office Operations of Excel and or Confluence.
• Previous experience working with international teams.

Pay Transparency at Storable
At Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.

We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.

By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our company, Storable, as a whole. The range listed below is only representative of base salary. Every role at Storable has a variable incentive. Please talk to your recruiter about the variable pay plan and earning potential for this role.

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: REMOTE

• Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

About Us:

At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.

We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.

• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible.
• Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making.
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.

Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.