Service Quality Manager

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in more than 39 cities spanning ten countries and three continents. Sonder's innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

Our Global Guest Services Team is the voice of Sonder for our guests. Our core mission is to deliver jaw dropping experiences to guests who reach out to us with questions, requests, or issues, and the Quality Assurance Manager will play a pivotal role in taking our service to the next level.

**What you'll do**
- Take our current Quality Assurance program to the next level to ensure a consistent, on brand, and extraordinary experience for our guests
- Lead the creation of our Quality Assurance strategy and drive its execution
- Passionately champion guest satisfaction across the department as a whole
- Lead a team of QA Specialists and Team Leads to provide accurate, actionable feedback which enables continuous improvement from our Representatives
- Manage the QA budget to ensure adequate staffing to meet review targets
- Ensure QA scorecards unambiguously drive towards our quality objectives
- Derive and use QA data to identify opportunities for improvement, and collaborate with relevant stakeholders to put into action
- Select and leverage technology to unlock improvements and efficiencies within the QA team
- Implement deep dives into Representative work to support department strategy development and initiatives

**Who you are**
- An experienced Quality Assurance professional with significant management experience in contact centers. Bachelors degree required. Hospitality experience strongly preferred
- A passionate believer in the importance of customer satisfaction, who thrives in contact centers which place customer satisfaction at the heart of their operations
- A strong operational leader, able to coach and develop their team to perform at a high standard
- An expert on available QA technology, who can confidently make business cases and lead selection processes for solutions to improve feedback whilst reducing QA cost
- Very comfortable with data analysis and report creation. Passionate about using data to drive strategy creation
- A collaborative project manager, who can coordinate cross-functionally across Operations, Learning & Development, Analytics and other teams to implement initiatives which drive significant quality improvements

We also have great benefits to make your life easier so you can focus on what you're best at:

- Competitive compensation
- Generous stock plan
- Medical, dental and vision insurance (where applicable)
- Flexible vacation
- Annual free credits and discounts to stay in Sonders
- A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues
- Workplace flexibility for remote positions #ABetterWaytoWork

**We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.