Senior Quality Analyst

Wayfair’s Global Sales team is seeking a collaborative, analytical-oriented QA analyst to help drive the Global Sales agenda. The role will be a part of the Global Quality Management team that contributes to the development and implementation of QA strategies tailored to the needs of our global sales business. We use data to understand customer needs and marry this with the optimal solution, ranging from a chat bot to high-touch, personalized sales support. This is a key element of how we can increasingly delight our customers by providing them with a faster and better solution to their needs, while driving further affinity for our brand.

We seek a meticulous and detail-oriented QA analyst who will seamlessly partner with our field sales and sales operations team members to develop and assess quality processes for monitoring performance of our frontline sales agents, while identifying opportunities for optimization in the overall program to drive enhancements to the customer experience. Leveraging analytical skills, problem-solving abilities, and strategic mindset, the QA analyst will contribute to the development of QA programs and must have excellent communication skills, and a passion for driving continuous improvement in QA processes.

What You'll Do:

• Collaborate with stakeholders across our global sales organization to develop comprehensive QA strategies aligned with business requirements.
• Analyze QA reporting and workflow trends to identify areas for improvement and optimization in QA processes, driving enhancements to the customer experience.
• Ensure alignment on QA objectives and priorities with cross-functional teams and sales partners, contributing to business KPI/OKR goals.
• Participate in strategic planning sessions to provide insights and recommendations for optimizing QA workflows and improving overall program quality.
• Provide continuous updates on QA activities, opportunities, and recommendations to stakeholders, fostering effective communication and collaboration.
• Continuously evaluate and enhance QA processes and methodologies to adapt to evolving business needs and industry trends.
• Mentor and coach other QA analysts within the global sales QA team, providing guidance on analytical problem-solving and QA best practices.

The salary range for this position is $56,250-$66,500 however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

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