The Knot Worldwide

WHAT WE DO MATTERS:

At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.

ABOUT THE ROLE AND THE TEAM:

We are seeking a strategic and hands-on QA Manager to establish and lead the Quality Assurance function across our U.S.-based Sales, Account Management, and Vendor Support teams. This is a new role, and our ideal candidate is a builder—someone who has successfully developed QA programs from scratch, implemented scalable processes, and driven measurable impact.

This role sits at the intersection of revenue performance, legal compliance, and customer experience. You will work cross-functionally with Enablement, Sales, Business Operations, and Rev Ops to ensure we deliver exceptional, compliant, and methodology-aligned interactions at scale.

As the QA Manager for the Revenue organization you will play a critical role in helping to establish, evaluate, track, administer and report on results of sales policy and guidelines adherence. This role will also document next steps and execute corrective actions associated with the non-compliance of sales policies. You will be responsible for helping to design and execute quality assurance programs, monitoring calls for compliance, and providing feedback to aid in sales manager coaching efforts, improved sales techniques, and customer engagement.

You’ll use tools like Gong, Salesforce, Guru, and Continu to develop insights and QA scorecards that inform coaching, content, and process improvements.

RESPONSIBILITIES:

• Build and Lead QA Program: Design and implement a scalable QA framework across Sales, Account Management, and Vendor Support.
• Team Management: Lead one direct report (QA Specialist) with potential to scale the team as the program matures.
• Quality Monitoring: Audit customer interactions (calls, emails, etc.) for compliance, methodology adherence (SPICED), and overall experience.
• Cross-Functional Partnership: Translate QA insights into actionable recommendations for Enablement, Legal, RevOps, and frontline leaders.
• Tool & Data Mastery: Leverage Gong and Salesforce to identify trends and root causes. Maintain and evolve QA dashboards and scorecards.
• Legal Compliance Oversight: Monitor interactions for regulatory compliance and escalate risks appropriately.
• Vendor Sentiment & Experience: Assess support team quality and communication effectiveness, with a focus on vendor satisfaction.

SUCCESSFUL CANDIDATES HAVE:

• 5+ years of experience in Quality Assurance within a sales, support, or service environment.
• 2+ years of people management experience, including hiring and performance management.
• Proven track record of building QA programs from the ground up.
• Strong knowledge of sales methodologies (SPICED preferred) and customer experience best practices.
• Deep familiarity with Gong and Salesforce; strong data analysis skills required.
• Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Detail-oriented, process-driven, and highly organized.
• Comfortable operating in a fast-paced, remote-first environment.

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Privacy Notice: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.