Job Summary

A financial company needs applicants for an opening for a Remote Quality Assurance Manager.

Core Responsibilities Include:

• Building and maintaining a scalable performance management program centered in company’s core values and focused on clear, actionable, behavioral agent feedback
• Managing the development and implementation of a redesigned QA scorecard, designing processes for analyzing negative customer feedback, and consistently redefining how feedback is delivered throughout the Member Experience team
• Running audits to ensure compliance and systems accuracy

Position Requirements Include:

• At least 5 - 10 years of experience in the quality assurance or related field
• Experience launching new teams, products, or services
• Experience designing culture driven action based employee scorecards
• Demonstrated deep understanding of compliance, and banking regulations laws
• Experience leading a team of QA specialists
• Experience working with Quality Management Systems like Stella Connect, Observe.ai, Maesto QA, Playvox or similar