**Experienced Customer Support Quality Assurance Lead – Driving Excellence in Seller Experiences at blithequark**

Since its inception in 2009, the world of commerce has undergone a profound transformation, and so has blithequark. As a pioneer in enabling anyone to take payments and never miss a sale, blithequark expanded into software, building integrated, omnichannel solutions to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, blithequark has embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. This vision is furthered by blithequark's goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale. Today, blithequark is a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with blithequark and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. **The Role** The Quality Assurance (QA) team at blithequark measures performance within Customer Success (CS) to drive exceptional seller experiences and protect the business. Our global team provides advocate performance feedback and business insights across internal and partner locations. We assess adherence to policy, evaluate training effectiveness, and deliver process feedback to stakeholders—empowering decision-making through data-driven automation and quality management systems. As a Quality Assurance Lead, you will oversee a team of QA Specialists, guiding them to deliver consistent, accurate, and impactful performance evaluations. You will serve as a coach and mentor, manage productivity and quality goals, and drive automation initiatives to improve the efficiency and effectiveness of QA workflows. In partnership with CS leadership and cross-functional stakeholders, you will enhance quality monitoring, reporting, and insights that scale across the organization. **Key Responsibilities** - **Team Leadership & Performance**: Manage team and individual QA Specialist performance against KPIs including productivity, accuracy, and attendance. - **Coaching & Development**: Mentor and develop QA Specialists through performance management, skill-building, and goal setting. - **Cross-Functional Collaboration**: Build and maintain strong relationships with CS Direct Leads, Group Leaders, and global QA teams to ensure program consistency and confidence in QA data. - **Calibration & Global Consistency**: Collaborate with QA Leaders worldwide to maintain fairness, accuracy, and alignment across QA programs. Uphold a rigorous calibration process, and create impactful reporting that drives action and results. - **Scaling & Forecasting**: Partner with the Head of QA to forecast team needs, scale resources, and ensure delivery against program objectives. - **Project Management**: Work closely with QA Strategists and Project Managers to assign, track, and deliver on projects from the intake process. - **Automation Initiatives**: Drive the implementation and optimization of AutoQA solutions, overseeing automated scorecard development and continuous improvements. - **Continuous Improvement**: Analyze QA trends and data to identify opportunities for process automation, workflow optimization, and enhanced reporting. - **Technology Enablement**: Partner with technology teams to evolve QA and Quality Management System (QMS) tools, ensuring they scale with business needs. **Essential Qualifications** - **Bachelor’s degree or equivalent professional experience** - **2+ years in Customer Support / Contact Center environment** - **2+ years leading a team, with a proven track record in coaching and performance management** - **Experience implementing or managing automated QA (AutoQA) solutions in a Customer Support / Contact Center** - **Proficiency with Quality Management Systems (QMS) and automated scorecard development** - **Strong understanding of QA automation tools and best practices** - **Ability to manage multiple priorities simultaneously** - **Strong collaboration skills and ability to partner cross-functionally** **Preferred Qualifications** - **Master’s degree or higher in a related field** - **Experience working with cloud-based QA tools and platforms** - **Certification in Quality Assurance or a related field** - **Proven track record of driving process improvements and automation initiatives** **Work Environment and Company Culture** At blithequark, we strive to build a workplace that is fair and inclusive. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. **Compensation, Perks, and Benefits** We take a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. - **Zone A:** $92,300 - $138,500 USD - **Zone B:** $85,800 - $128,800 USD - **Zone C:** $78,500 - $117,700 USD - **Zone D:** $69,300 - $103,900 USD We offer a comprehensive benefits package, including remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning. Check out our other benefits at blithequark. **Why Join blithequark?** At blithequark, we’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. If you're passionate about driving excellence in seller experiences and protecting the business, we encourage you to apply for this exciting opportunity.