Senior Manager, Quality Assurance

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

The Senior Manager of the Quality Assurance team leads and executes the strategic planning and direction of the team to improve processes and customer interactions. This includes a range of monitoring, evaluations, coaching, and content tactics to increase consistency across a variety of Learning & Quality materials to ensure adherence to guidelines. You will help the team develop analytics around content and training use, learning gaps, and other technological needs that support our learning and quality initiatives.

• Develop operational processes by evaluating procedures and then determining/implementing best practices for handling customer interactions

• Lead calibration sessions with vendors on comprehensive reviews of customer interactions through multiple communication channels, including Zendesk tickets, live chat, emails, and phone calls.

• Work with Analytics & Reporting teams to use data-driven approaches to upskill content developers and customer experience agents. Analyze metrics and key performance indicators (KPIs) related to customer interactions and identify areas for improvement to enhance overall customer satisfaction.

• Lead efforts to refine internal reviews, applying appropriate conversation review tools and help desk solutions to automate processes and enhance the effectiveness of the quality program.

• Identify trends and patterns in customer feedback from DSAT, CSAT, and complaints, working with relevant partners to address issues and drive improvement.

• Foster a culture of learning and development within the Customer Experience Team by organizing training sessions and workshops on best practices and industry trends.

• Outline current state and future state processes. Identify and document our most important processes in need of improvement to lead multiple process improvement projects.

• Stay current on Learning & Quality best practices, techniques, and technologies for creating engaging support and learning content as well automate functions to improve efficiency and productivity.

• Raise the level of automation through the use of technology and processes that combine all departments within the organization to establish processes within the operational organization.

• Lead diverse teams through improvement processes that require data collection, analysis, evaluation, planning, execution, and follow up.

In the role of Senior Manager, Quality Assurance, you will report to the Senior Director, Knowledge Management..

We are considering applicants for the location(s) of Culver City, CA, San Francisco, CA, Dallas, TX or any approved US remote location.

About You

We get excited about candidates, like you, because...

• You have managed teams of 3+ direct reports

• You have at least 5 years of management experience 

• You have experience monitoring Customer Experience contacts to improve customer interactions

• You have experience increasing CSAT and reducing DSAT

• You have experience with quality control tools such as Nice, Verint, MaestroQA, or Klaus

• You will bring ideas to the table to create a better customer experience and improve efficiency

• You have experience establishing coaching guidelines for Customer Experience teams

• You have experience working with global teams

About the Team

The Senior Manager, Quality Assurance will be part of a larger team partnering with Knowledge Management and Learning & Development to build and adopt organizational learning and knowledge sharing by enhancing service quality, providing value-added services, increasing employee satisfaction and productivity while increasing customer satisfaction. 

You will lead the Quality Assurance and establish Process Improvement pillars of the organization.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning