Call Coach Specialist Lead, Account Management

  • Scottsdale, AZ
  • Employees can work remotely
  • Full-time
  • Alternate Location: Toronto, Canada

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

Call coaching is crucial to success for go-to-market teams. Our QA (Quality Assurance) Specialists listen to and grade call recordings between Square Account Managers and customers. They are masters at sales and customer success phone techniques. They are passionate about improving the customer experience through coaching. They have an analytical mindset, reviewing and scoring granular call components. Our QA Specialists surface org-wide themes to inform training and performance initiatives.

As the first and only leader of the QA team, you will assist in the development and execution of this new program. You’ll lend people management experience and operational prowess to make the program a success.

Responsibilities

  • Manage a team of 3+ QA Specialists

  • Own QA team goaling, meetings, and day-to-day leadership

  • Assist with QA strategy for the Account Management organization

  • Partner with Ops on design and creation of this new program

  • Run coaching calibration meetings

  • Score QA Specialist work (QA of the QA team)

  • Advise changes to the QA scoring rubric

  • Meet with Leads to discuss feedback for soft skills and policy adherence improvement

  • Report quality or policy themes in monthly reviews

  • Advise Enablement on training opportunities

  • Assist with appeals from Leads on QA scores or claimed win denials

  • Own miscellaneous QA projects

  • Be accountable for improvement to Account Management organization’s call quality over time

Qualifications

Required

  • 1+ years of people management experience

  • 3+ years of experience in sales, account management, or customer success

  • Call coaching experience

  • Experience with goal setting, metrics coaching, and performance conversations

  • Demonstrated ability to successfully own projects

  • Demonstrated ability to build new processes or teams

  • Bias to action and flexibility as we navigate a pilot and subsequent improved program designs

  • Interest in enforcing policy rules

  • Skilled at troubleshooting; can get to the root of a problem

  • Collaboration and professional maturity to work with Enablement, Leads, Ops, and QA partners on other go-to-market teams

  • Suitable writing skills to summarize QA trends and reporting

  • Analytical ability to consolidate lots of data into clear quantitative themes

  • Passion to make the organization’s calls as strong as possible

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

 

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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