Senior Manager, CXO Quality Assurance

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

BILL is looking for an experienced quality leader with prior people management experience to lead a team of quality analysts and supervisors within the CXO team. This position requires prior experience in customer support quality operations. In collaboration with CXO leaders and cross-functional teams across BILL, this individual will be responsible for verifying that operational output and customer experience are world-class.

The Senior Manager, CXO Quality Assurance will lead the entire quality assurance program, championing a culture of excellence within the CXO team. QA team will have shared goals with our CARE team and operations teams, ensuring appropriate quality programs with actionable insights are in place and bringing thought leadership to all areas of customer experience operations. This role is crucial in holding ourselves accountable to a standard that complements our brand and finding proactive tactics to put QA at the forefront of our operations.

Key Responsibilities:

• Champion a culture of excellence within QA, ensuring every CXO team member strives for excellence.
• Hold the leaders accountable to standards that complement the brand.
• Develop and implement QA strategies in collaboration with CXO leaders.
• Establish and enforce SOPs to ensure consistent and efficient quality methods.
• Collaborate with Training and Development leaders to assess and address training quality.
• Identify quality-related training needs and drive actions with relevant departments.
• Validate the effectiveness of feedback and coaching on quality metrics.
• Recommend corrective actions for performance issues.
• Create and action QA strategies and plans for all skills and groups, including partners.
• Conduct annual evaluations and critiques of QA strategies and techniques.
• Implement quality improvement studies and lead activities with customer feedback and NPS data.
• Apply TQM principles to continuous improve processes and customer experience. 
• Select and onboard new QA Analysts and Supervisors in coordination with staffing and hiring needs.
• Ensure staff and agents understand QA guidelines through training and tools.
• Reinforce compliance with QA programs and action plans within Operations.
• Track and ensure team deliverables are met and monitor QA team performance.
• Conduct QA calibration sessions with management and teams to ensure consistent delivery and compliance with regulations.
• Track QA and operations performance based on KPIs.
• Provide regular reports on QA team calibration with guidelines.
• Ensure the accuracy and timely delivery of reports with trends.
• Drive internal calibration sessions with partners.

We’d love to chat if you have:

• 4+ years of experience in Customer Support Quality Assurance in a multinational public company. Experience in financial technology solutions is a plus.
• People management skills and experience are required.
• Experience leading a 15+ person team consisting of managers, supervisors, and/or individual contributors.
• QA tools and processes/certifications preferred.
• Strong influencing skills, with or without authority, to bring teams to agreement.
• Excellent communication skills, both written and verbal, and confidence in presenting in group settings.
• Experience with MaestroQA or similar software highly desirable
• Aspirations and prior experience to drive improvements by leveraging technology will be a big plus

Our ranges for each role and job level are based on a variety of factors including candidate experi