Manager, QA & Training

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win.

About the Role
 

We are seeking an experienced Manager, Quality Assurance and Training to lead our Quality Assurance and Training team. This role is responsible for the full quality and training life cycle — from identifying opportunities through quality audits, creating comprehensive coaching materials, developing and delivering training programs, to tracking performance improvement over time. The ideal candidate will collaborate closely with cross-functional teams including Support, Data Management, Insurance Support, and BPO to ensure consistent service excellence and operational efficiency.

Key Responsibilities

• Lead the Quality Assurance and Training team to deliver best-in-class programs that improve service delivery and employee performance.
• Develop and execute quality assurance programs including audit frameworks, scoring methodologies, and performance evaluation processes.
• Build training content and coaching materials that align with business objectives and address key opportunities identified through quality audits.
• Analyze quality trends and performance data to identify gaps, recommend process improvements, and drive long-term performance improvement.
• Partner with managers across Front-line Support, Data Management, Insurance, and BPO teams to align quality and training strategies with business goals.
• Oversee the design and delivery of training programs for new hire onboarding, ongoing skills development, and process changes.
• Select and implement quality and training software solutions, including Salesforce knowledge management and integration.
• Build and continuously improve quality monitoring processes, including calibration sessions and feedback loops.
• Track and report on the effectiveness of quality and training programs, demonstrating impact on business outcomes.
• Act as a subject matter expert on Quality Assurance and Training best practices, driving innovation and continuous improvement across the organization.

About You

• 5+ years of experience in Quality Assurance and Training, with at least 2 years in a leadership role.
• Proven experience building Quality Assurance and Training programs from the ground up.
• Strong knowledge of Salesforce, including reporting, integrations, and knowledge management.
• Experience working with BPO partners.
• Exceptional analytical skills with the ability to translate data into actionable insights.
• Excellent facilitation, coaching, and presentation skills.
• Strong collaboration and stakeholder management abilities.
• Experience with quality assurance software and decision-making for software implementation.
• Ability to thrive in a fast-paced, evolving environment.

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.


Our Core Values

• Pirate ship, not a cruise ship. Bias towards action.
• Massive growth takes massive growth. We embrace challenges to increase our impact.
• Grow the pie. We focus on results so our customers & their customers win. Triple Win!
• Purple heart. We put the team before ourselves.
• Extreme ownership. See something? Say something. Right the ship to get us back on course.
• Be a moment maker. We aim to shatter the status quo.

This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
• Have a quiet, professional, distraction-free environment in which to complete your work
• Have access to your own reliable high-speed internet connection
• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
   

Why Second Nature?

• Health first: Medical, Dental, Vision, & Life Insurance, 401K Plan
• Location: Work remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
• Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
  
   

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.