Customer Support Quality Assurance Lead
| Company | Acorns |
|---|---|
| Location | Irvine, CA, USA, Remote in USA, New York, NY, USA |
| Salary | $117900 – $135000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 7-9+ years experience within a contact-center-based quality assurance role, preferably within the financial services and/or technology industries
- Exceptional project/program management skills. You are adept at multitasking and prioritizing projects based on deadlines, effort, and impact.
- Exceptional analytical skills. You have the ability to analyze quality data to develop hypotheses for areas of improvement and propose and execute upon solutions.
- Experience managing or supervising employees or contractors in a corporate environment
- Auditing experience. You know how to audit agents and QA associates to ensure accuracy and effectiveness.
- Excellent written communication skills. You have a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work.
- Excellent verbal communication skills. You thrive when coaching others on a 1-1 basis and/or when presenting results within a calibration setting.
- Knowledge of key financial services and call center regulations, such as TCPA, KYC, and more
- Excitement about the Acorns mission and values and what we are building for the up-and-coming
Responsibilities
- Oversee Quality Performance: Monitor and evaluate agent performance to ensure compliance with quality standards, driving excellence in customer support interactions.
- Champion Customer Satisfaction: Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement, fostering a customer-centric culture across the organization.
- Identify Improvement Opportunities: Proactively assess support processes and workflows, recommending and implementing enhancements to optimize efficiency and effectiveness.
- Develop Quality Assurance Programs: Design and maintain comprehensive QA programs that include regular audits, agent evaluations, and performance feedback sessions to ensure continuous improvement.
- Supervise Quality Assurance Associates: Lead and mentor quality assurance associates, providing guidance and support in their development and performance evaluation.
- Collaborate with Cross-Functional Teams: Partner with training, operations, continuous improvement, and product teams to align on quality goals and drive continuous improvement initiatives.
- Facilitate Training and Development: Create and deliver targeted training sessions that enhance agent skills and knowledge, promoting a high-performance support environment.
- Implement Best Practices: Research and adopt industry best practices in quality assurance to continually elevate the customer support experience.
- Report on Quality Metrics: Prepare and present detailed reports on quality performance and customer satisfaction to leadership, highlighting achievements and areas for further development.
Preferred Qualifications
- Experience working in an agile environment or prior start-up/Fintech experience
- Proficiency with Google Suite and Support tools such as Amazon Connect and Salesforce
- Proficiency with Quality Management Systems
- Knowledge of third-party call centers, including key metrics and operating mechanisms