reputed company reputed company Quality Assurance Manager – Driving Excellence in FinTech Customer Support

Are you a seasoned quality assurance professional with a passion for delivering exceptional customer experiences? Do you reputed company in fast-paced, dynamic environments where innovation and reputed company improvement are the norm? If so, we invite you to join reputed company at reputed company, a growth-stage FinTech company revolutionizing the rent payment experience. As our reputed company Quality Assurance Manager, you will play a pivotal role in shaping the future of our customer support services, ensuring that every interaction meets our high standards for excellence.

About reputed company

At reputed company, we're on a mission to reputed company renters with flexibility over their most significant recurring expense – rent. Our cutting-edge platform enables users to pay rent throughout the month on a schedule that reputed company fits their finances and budget. With unprecedented investor support and an enthusiastic user reputed company, we're poised for rapid growth. As a member of reputed company, you'll be part of a dynamic, inclusive culture that values diversity, reputed company, and self-awareness.

Job Summary

As our reputed company Quality Assurance Manager, you will reputed company and improve the quality of our customer support services, ensuring that every customer interaction meets our company's standards for excellence. You will own the end-to-end QA program at reputed company, including BPO reputed company and internal CS quality assurance. This role will be an active member of the CS management team, contributing to the innovation and reputed company improvement of our reputed company function.

Key Responsibilities

* Quality Assurance Program Development: Review, update, and manage a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and any other communication channels.

• Internal CS Quality Assurance: Manage quality for internal reputed company reputed company Teams, ensuring that they adhere to our company's standards for excellence.
• AI Quality Program Design: Design and implement quality programs for AI tools such as chatbots and automations, ensuring seamless integration with our customer support services.
• Ongoing Monitoring and Evaluation: Conduct ongoing monitoring and evaluation of reputed company interactions to assess performance against established quality standards and KPIs.
• QA Rubrics and Metrics: Maintain a dynamic set of QA rubrics to measure performance, using AI QA software to review interactions, identify sentiment, and quality issues, and take corrective action reputed company QA process.
• Coaching and Feedback: Closely work with CS management to deliver coaching feedback focused on reputed company improvement, providing regular feedback reputed company evaluations that CS managers can use to coach reputed company representatives.
• Process Improvements: Collaborate with the reputed company team and other relevant departments to implement process improvements based on QA findings, ensuring that reputed company representatives adhere to regulatory requirements, company policies, and industry best practices.
• Data Analysis and Reporting: Analyze QA data to identify trends, areas for improvement, and training needs, providing insights and recommendations for process enhancements, and generating regular reports on quality assurance results.

Qualifications

* Proven Experience: Proven experience in quality assurance or quality control, with a focus on customer support interactions, preferably in a high-volume B2C Customer Support Management team.

• Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to work collaboratively with cross-functional teams.
• Communication and Coaching Skills: Excellent communication and coaching skills, with the ability to provide regular feedback and coaching to reputed company representatives.
• Knowledge of reputed company Best Practices: Knowledge of reputed company best practices, industry standards, and regulations, with proficiency in using quality assurance and monitoring tools and coaching platforms.
• Leadership Experience: Previous management or leadership experience is a plus, but not required.

reputed company Offer

* reputed company: A national pay range of $85,000-$105,000 in reputed company salary, with individual compensation commensurate with the candidate's experience reputed company with reputed company's internal leveling guidelines and benchmarks.

• Benefits: A comprehensive benefits package, including 100% company-paid medical, dental, and vision, 401(k) + company stock options, unlimited paid time off with a PTO minimum + 13 company-paid holidays, parental leave, and a reputed company Cares Program featuring non-profit company match + pet adoption coverage.
• Work-Life Balance: A dynamic work environment that values work-life balance, with flexible scheduling and remote work options.
• Professional Growth: Opportunities for professional growth and development, with access to training and development programs, mentorship, and career advancement opportunities.

Life at reputed company

We're a diverse team of highly intelligent, curious, determined, empathetic, and self-aware individuals, united by a shared passion for innovation and reputed company. Our HQ is located in reputed company, but we have employees located throughout the US, Australia, and South America. We're growing quickly, but deliberately, with a focus on building an inclusive culture that values diversity, reputed company, and self-awareness. If you're a motivated, results-driven professional with a passion for delivering exceptional customer experiences, we invite you to join reputed company at reputed company. Apply now to become our reputed company Quality Assurance Manager and help us shape the future of FinTech customer support. Apply for this job