Erika Nottingham

The Senior Quality Operations Manager-Remote Assistance role will take the lead in optimizing all internal knowledge across the Remote Assistance Operations team. This will require developing and implementing a Quality Assurance program, optimizing our internal Knowledge Base platform(s), and presenting quantitative results. Build a robust quality management system and roll out a feedback loop across partners, including providing Ops leadership with data driven insights. Thoughtfully prioritize and refine existing process documentation into easy to understand content in a robust usable interface. Craft a strategy to scale a quality program that supports exponential growth with cost budgets in mind. Build and lead the internal and external Knowledge roadmap. Ensure ease of use for the Commercial Operations team to quickly find answers to questions in a self-service environment. Help design, implement, and maintain oversight of the knowledge management system. Run and communicate quantitative and qualitative results of the Quality Assurance strategy. Partner with cross-functional teams to develop and maintain the overall content management strategy. Establish and implement writing guidelines and knowledge architecture based on standard methodologies, and conduct training, and feedback loops to ensure adoption and consistency. Partner with Product Operations & Safety, aligning knowledge to of-the-moment product capabilities Remain abreast of knowledge management & quality assurance standard processes and potential automation opportunities Collaborate with a team of Quality Specialists sharing best practices and insights to deliver an outstanding cross-functional experience across Remote Assistance. Participate in weekly calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process. Perform weekly Audits across multiple workflows.