Senior Supervisor, Quality at Turo

Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Demonstrates Turo’s values through leadership, decision-making, and team collaboration
Represents Turo’s mission, vision, and values with integrity and professionalism
Strong analytical skills with experience interpreting AI-generated quality scores and improving automated QA systems
Proven ability to work independently and cross-functionally to implement impactful recommendations
Highly detail-oriented with experience designing and documenting current- and future-state processes
Excellent communication, presentation, and interpersonal skills
Strong organizational and time management abilities with a proven track record of meeting deadlines
Experience using QA evaluation software (e.g., Maestro QA, Nice, Playvox) and CMS platforms (e.g., Kustomer, Origami)
Proficiency in Google Workspace (Docs, Slides, Sheets, Gmail)
Strong supervisory and leadership skills with the ability to prioritize and delegate effectively
Bonus: Undergraduate degree or equivalent years of experience in data analysis and quality assurance
Bonus: Experience with 3rd-party Business Process Outsourcing (BPO) vendors
Bonus: Familiarity with continuous improvement methodologies such as Total Quality Management (TQM), Lean, Six Sigma, Kaizen, or Agile

Responsibilities

Lead, coach, and develop a team of Quality Specialists, fostering a culture of accountability, continuous improvement, and high performance
Manage relationships with external BPO partners to ensure adherence to quality standards and optimal performance outcomes
Evolve and enhance Turo’s QA framework across live and digital agent interactions, implementing new tools, technologies, and methodologies to improve accuracy and efficiency
Analyze data to identify trends, root causes, and actionable insights that inform process improvements across the host and guest journey
Present findings and recommendations to stakeholders through compelling and data-driven presentations that highlight impact and opportunities
Conduct audit sprints focused on key performance areas such as customer satisfaction (CSAT), first contact resolution, transfer rate, and handle time
Lead and participate in meetings to discuss customer service trends, agent performance, and implementation of QA best practices
Engage in agent feedback sessions to identify customer pain points and recommend targeted improvements

Skills

Quality Assurance

Data Analysis

AI Quality Scores

Automated QA

Process Design

Team Leadership

BPO Management

Stakeholder Presentations

CSAT Analysis

Performance Coaching

Turo

Peer-to-peer car sharing platform for rentals

About Turo

Turo operates in the peer-to-peer car sharing market, allowing private car owners to rent out their vehicles to others. Car owners can list their vehicles on Turo’s platform, where they set their own rental prices and availability. Renters can browse these listings, select a vehicle that meets their needs, and book it for a specific time. Turo facilitates the transaction by providing insurance coverage and customer support, ensuring a smooth experience for both car owners and renters. The company earns revenue by taking a percentage of the rental fee, which aligns its interests with those of its users. Turo stands out from competitors by offering a diverse range of vehicles, including everyday cars, luxury, and specialty options. The goal of Turo is to provide a flexible and cost-effective alternative to traditional car rental services, leveraging the sharing economy to connect car owners with renters.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$451.3MTotal Funding

POST_IPO_EQUITYCompany Stage

Automotive & Transportation, Consumer GoodsIndustries

1,001-5,000Employees

Risks

Negative incidents involving rented vehicles could damage Turo's reputation.

New competitors like ZEV co-op could capture market share with eco-friendly models.

Market volatility could impact Turo's IPO plans and investor confidence.

Differentiation

Turo offers a wide variety of vehicles, from everyday to luxury models.

The platform provides a cost-effective alternative to traditional car rental services.

Turo's commission-based model aligns its interests with users' successful transactions.

Upsides

Turo's partnership with United Airlines enhances customer acquisition and retention.

Expansion in Australia indicates potential for further international market penetration.

Winning the unitQ Quality Excellence Award highlights Turo's commitment to customer experience.

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