Hybrid Quality & Enablement Manager – Player-Coach

at MarketStar

• Job title: Quality & Enablement Manager – Player-Coach
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Ogden, United States

About the role

• Quality & Enablement Manager (Player-Coach) supporting the Dropbox team. Combining hands-on Quality Assurance with leadership and operational support in a hybrid environment.

Responsibilities

• Perform call, email, and chat quality reviews for sales teams using monitoring systems and QA applications.
• Use quality monitoring data systems to compile and track performance at team and individual levels.
• Provide day-to-day coaching, guidance, and support to QA peers; assist with workload prioritization and evaluation consistency.
• Identify training needs and communicate insights to the training department as needed.
• Prepare and analyze internal and external quality reports for management review.
• Conduct calibration sessions across all products and programs with Senior Leadership, Team Leads, QA peers, and other management stakeholders.
• Provide actionable data and insights to internal support groups and cross-functional teams.
• Work with internal and external stakeholders to support program initiatives.
• Provide feedback to sales team leaders and senior leadership.
• Create and maintain standardized workflows and procedures; recommend workflow and process improvements to increase accuracy and efficiency.
• Support onboarding and development of new QA team members by acting as a mentor and subject matter expert.
• Perform other related duties as assigned.

Requirements

• Direct B2B or tele-sales experience required; previous Quality Assurance experience preferred.
• Internal applicants must be exceeding metrics in their current position.
• Ability to interpret data dashboards to identify trends and areas of opportunity.
• Excellent verbal, written, interpersonal, and organizational skills.
• Proficiency in Microsoft Office and Google Workspace.
• Demonstrated ability to coach, mentor, and influence others while maintaining strong individual performance.
• Results-oriented with the ability to motivate others and drive performance.
• Adaptive management style with the ability to work effectively at both micro and macro levels.
• Ability to multitask and operate in a fast-paced environment.
• Must adapt well to change and successfully adjust priorities as needed.
• A skills assessment may be conducted as part of the interview process.

Benefits

• Structured learning and career development programs
• Mental health program
• Generous Paid Time Off policy
• Paid medical leave
• Child/dependent care reimbursement
• Education reimbursement
• 401k match, hardship loan program, access to financial wellness advisor
• Comprehensive healthcare coverage including medical, dental, and vision