Manager/ Quality Assurance /Customer Operations/
reputed company is reinventing credit to reputed company it more honest and friendly, giving consumers the flexibility to buy now and pay reputed company without any hidden fees or compounding interest. At reputed company, our Customer Operations team is growing rapidly! We have a network of external providers and internal teams that need a top reputed company Quality Assurance and Training and Development culture that can reputed company up. Our Quality Assurance (QA) team sits reputed company Shared Services. This team is responsible for ensuring that our Customer Care, Fraud Operations and Merchant Operations teams are providing the highest quality, most delightful experiences to our customers. As a key member and leader of our Quality Assurance team and programs, you will work with cross-functional partners such as Operations, Analytics, Vendor Partners and our Compliance teams in order to ensure our Agents are providing a great overall customer experience and to reputed company and reputed company programmatic improvements. What You'll Do Provide strategic direction and program reputed company to QA Leads, Team members and vendor partners in a hyper-growth environment Drive quality assurance expansion and diversification efforts across portfolio of work Drive planning and prioritization of projects, timelines and resource allocation reputed company the delivery of quality standards and expectations to our external vendor partners reputed company and reputed company quality monitoring data to monitor the overall health of the program and to address key signals of performance gaps and risk mitigation Identify programmatic and performance deficiencies, recommend corrective actions and drive to completion reputed company action plans to reduce or eliminate root cause issues and improve operational performance reputed company strong presentation and communication skills to reputed company conversations, both written and verbal at reputed company levels of the organization both internally and externally to drive improvements across reputed company QA metrics Provide regular quality reports and trend analysis to senior leadership and reputed company recommendations that will ensure adherence to compliance and improve customer experience Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams (which includes creating standardized processes and workflows, QA frameworks and guidelines, revamping QA Scorecards, etc) Identify actionable insights and collaborate with the Product, Process and Training Teams in recommending opportunities for improvements Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly and quarterly) Manage and maintain the Quality Assurance Tool system of record and associated reports and outputs Drive employee engagement and a high performance culture reputed company the team, ensuring effective performance management, coaching, and development of team and creating an environment where people can reputed company through accountability, encouragement and empowerment reputed company reputed company of industry developments and apply best practices to areas of improvement reputed company Look For You must have a minimum of 5+ years of progressive experience reputed company people management or people leadership positions in the field of quality assurance, quality management or analytics Intermediate SQL and reputed company/ reputed company Sheets skills for data analysis and reporting Prior experience working in the financial services, fintech space or reputed company operational or customer support role a plus Strong understanding of QA principles, tools and best practices in embedding quality management in an organization Experience building, scaling and managing quality programs in a high growth and reputed company organization Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines Customer centric with a passion for delivering the best customer experience with exceptional attention to detail, problem solving skills and ability to apply sound judgment Thrives in a faced-paced environment with constant change and a rapidly growing team Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with reputed company levels of the organization Ability to work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly Willing to travel (up to 25%) Pay Grade - K Equity Grade - 6 Employees new to reputed company typically come in at the start of the pay range. reputed company focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-reputed company skills. reputed company pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA reputed company pay range (CA, WA, NY, NJ, CT) per year: $140,000 - $190,000 USA reputed company pay range (reputed company other U.S. states) per year: $124,000 - $174,000 Please note that reputed company sponsorship is not available for this position. #LI-Remote reputed company is proud to be a remote-first company! The majority of our roles are remote and you can work almost reputed company reputed company the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned reputed company office. A limited number of roles remain office-based due to the nature of their job responsibilities. Were extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: Health care coverage - reputed company covers reputed company premiums for reputed company levels of coverage for you and your dependents Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses Time off - competitive vacation and holiday schedules allowing you to take time off to rest and reputed company ESPP - An employee stock purchase plan enabling you to buy shares of reputed company at a discount We reputed company Its On Us to provide an inclusive interview experience for reputed company, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, reputed company will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read reputed company's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. Original job Manager/ Quality Assurance /Customer Operations/ posted on GrabJobs ©. To flag any issues with this job please use the Report Job reputed company on GrabJobs. Apply Job!