Team Lead, Digital Document Fulfillment

Company: Qualia
Location: Austin
Posted on: February 22, 2021

Job Description:

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem-homebuyers and sellers, lenders, title and escrow agents, and real estate agents-onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON As a Fulfillment Specialist, Team Lead you will play a critical role in driving growth and scale in a new and exciting segment of our business. Qualia Post pairs automation and a dedicated service team for mortgage lenders to take the hassle out of document fulfillment from real estate partners. You will be responsible for overseeing the fulfillment and associated managed services of Qualia's newest product, Qualia Post. As a leader, you will coach, train, and mentor our fulfillment specialists, work with title companies as an escalation point, build-out processes to help our team scale, and develop and optimize calling and email campaigns. RESPONSIBILITIES

• Responsible for meeting SLAs for our document collection service.
• Hire and develop a high-performing team of Fulfillment Specialists to meet and exceed our clients' expectations.
• Responsible for optimizing the effectiveness of customer messaging and scripts through continuous testing and iteration.
• Maintaining expertise in support & engineering processes and Qualia product knowledge in order to effectively serve as a point of escalation for the team.
• Lead process, systems, and product improvements to improve fulfillment efficiency and productivity.
• Reporting and monitoring team performance, including identifying quality and efficiency improvements.
• Work with the operations team to make improvements to our outbound dialer including analyzing calling campaigns and optimizing our approach as we scale the team.
• Managing stakeholder relationships with cross functional stakeholders, including Onboarding and CSMs, Engineering, Operations, and Product. YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH
  • Results-oriented leader with a proven track record of meeting & exceeding goals.
  • Experience managing a team of customer facing representatives.
  • Experience working in high volume outbound calling roles.
  • A self-starter, comfortable with ambiguity, and enjoys a fast-paced environment.
  • Highly analytical, effective at using data to drive decisions.
  • Experienced at developing high impact customer messaging & scripts.
  • Superb organization skills and attention to detail.
  • Coachable and eager to learn and improve based on constructive feedback.
  • Experienced working with outbound calling engines and campaign creation, configuration, and optimization.--
  • Bachelor's Degree preferred. WHY QUALIA Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems-and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work. Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status. -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Qualia are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. 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Keywords: Qualia, Austin , Team Lead, Digital Document Fulfillment, Other , Austin, Texas