Quality Specialist

Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team
We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who You Are

Brightwheel is seeking an experienced Quality Specialist to join the Enablement Quality team. The Quality team is responsible for sales enablement through monitoring and grading Sales reps on quality, process adherence, and performance. This includes monitoring Sales calls throughout the lifecycle of a lead, assessing results, and producing actionable intelligence via reporting and coaching. The Quality team partners with Sales and Support leaders to ensure processes and results fit within the scope of our company’s mission and values. This is an important role within the Enablement ecosystem that ensures efficiency, productivity, and effectiveness where customer interactions are most critical.

You are an experienced Quality Specialist who has monitored hundreds or thousands of sales (or client-facing) calls. You have written quality reviews and generated reports that were valuable resources for your sales counterparts. You have a knack for all things Quality, including strategic level understanding and how and why Quality fits into the greater world of Enablement. You are a natural leader, thought leader, and Quality Subject Matter Expert. You are willing to roll up your sleeves and get it done, and lead the charge if called upon. You enjoy and have an aptitude for training and coaching others, and lead by example. You take personal ownership in the team’s missions and SLA, and always strive for perfect accuracy.
What You’ll Do
Monitor sales cold calls, demos, and additional support calls for quality, process, and performance
Produce concise, objective reports for each call review
Identify trends and best practices as takeaways for Sales and CS leadership.
Produce reporting and maintain system data as needed
Create and sponsor Quality initiatives and training sessions
Ensure team and personal KPIs are met or exceeded
Be available to act as Team Lead or Trainer as needed
Assist Quality Manager with program-level initiatives
Review escalated calls as needed

Qualifications, Skills, & Abilities
High-level ability to understand context and implication with an objective detachment
Ability to review a high volume of calls each day without sacrificing focus or accuracy
Demonstrated ability to produce error-free work against demanding deadlines
Ability to review the work of others, including team members
Ability to work independently in an isolated environment
Passion for ownership of work and self-motivated to excel
Knowledge of inside sales fundamentals (funnel, pipeline, close rate, etc.)
Leadership experience a plus
Familiarity with Early Childhood Education a plus
Familiarity with brightwheel’s product and app is a plus
2+ Years of experience in Quality Assurance in a Call Center environment is a plus
$24.04 – $25.96 an hour