Conduct quality evaluations for customer support interactions and/or internal investigations
Deliver concise, comprehensive, and actionable insights following a structured format to enable continuous improvement across the business
Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency
Facilitate calibration sessions with Operational Leadership
Monitor and report on compliance, policy and regulatory adherence
Collaborate effectively with teammates to achieve shared goals
Assist in establishing, enhancing, and maintaining aspects of the Quality Management program
You have:
2+ years experience in a quality management/assurance role, auditing calls
Familiarity with project management tools (Notion, Asana, Confluence)
Strong individual and group project management skills
Investigative skills and familiarity with navigating standard operating procedures and database tools
Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing performance and trends
Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale
Self-motivated/directed
Experienced working with technical and non-technical team members.
Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established quality practices to deliver effective solutions
Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions
Results-driven mindset with the ability to work efficiently and accurately within tight deadlines
Adaptability to meet the evolving needs of the team and business partners
Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth
Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance, even in the face of ambiguity
1+ years of experience working in fintech
1+ years experience in a project management role
1+ years of experience working in a risk role
1+ years of experience in a customer experience role
1+ years of experience in a complaints and/or escalations management role
COPC and/or CAMS certification
Experience with utilizing and/or writing SQL Queries and Snowflake
Experience developing and managing formula-driven Excel/Google Sheets
