Manager II, QA

November 1

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Thumbtack

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B2C • Marketplace • Home Services

Thumbtack is a platform that connects people with local professionals offering various services such as home improvement, repair, and cleaning. Users can search for specific services like house cleaning, handyman work, electrical and wiring repair, and more, getting access to trusted professionals with reviews and cost estimates. The platform is designed to make finding, hiring, and working with professionals simple and efficient, with the convenience of managing everything from one app. It serves millions of people across the U. S. , providing a wide range of services including landscaping, event planning, and more.

1001 - 5000 employees

👥 B2C

🏪 Marketplace

📋 Description

• Lead and manage the day-to-day operations of our Sales/Success Quality team, ensuring timely and accurate delivery of audits and insights. • Drive calibration and scoring consistency across programs, teams, and QA analysts. • Analyze QA data to uncover trends, root causes, and correlations to key operational metrics. • Partner cross-functionally with Operations, Enablement, and Product Operations teams to translate QA insights into process, policy, and performance improvements. • Oversee the development and refinement of QA forms and monitoring methodologies to align with business objectives. • Coach, mentor, and develop QA Analysts to strengthen analytical skills, calibration accuracy, and impact. • Represent QA in meetings, business reviews, and planning sessions, providing data-driven recommendations to improve customer and pro experiences.

🎯 Requirements

• 3–5 years of experience in Quality Assurance with at least 1–2 years in a leadership or people management role. Strong advantage for experience managing quality programs in a sales or revenue-generating campaign. • Strong analytical and problem-solving skills with the ability to interpret quality data and connect insights to operational performance. • Proven experience developing and executing QA programs, scorecards, or calibration frameworks in a contact center or sales/ success operations environment. • Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and drive alignment. • Demonstrated ability to coach and develop team members, fostering a culture of accountability and continuous improvement. • Proficiency with QA and analytics tools (e.g., CRM, QMS, or BI tools). Experience using auto-QA or AI-assisted QA platforms is a strong plus • Deep understanding of sales/customer success principles, compliance standards, and process improvement best practices.