Customer Success Quality Assurance Manager

Summary

Join Flex, a FinTech company revolutionizing rent payments, as a Quality Assurance Manager on our Customer Success team! You will oversee daily QA operations for internal teams (Customer Care, Partner Care, Customer Success Agents) and support external BPO partners. This critical role ensures every customer interaction meets quality standards through program development, data analysis, and process improvement. You will enhance customer experience, improve service quality, and ensure compliance. The position requires experience in QA management, strong analytical skills, and collaboration abilities. Flex offers competitive pay, comprehensive benefits, and a dynamic work environment.

Requirements

• 2-3 years of proven experience in quality assurance management, ideally in a customer success or support environment
• Strong background in developing and executing QA programs for internal teams and external partners
• Analytical mindset with the ability to interpret data and provide actionable insights
• Exceptional organizational and project management skills
• Experience collaborating across teams to drive process improvements and training initiatives
• Strong understanding of regulatory compliance and industry best practices
• Excellent written and verbal communication skills

Responsibilities

• Develop and Manage a Quality Assurance Program
• Design, implement, and maintain a comprehensive QA program for internal teams to ensure consistent quality across customer interactions (e.g., email, chat)
• Adapt the QA program as needed to support emerging communication channels
• Oversee Internal QA Operations
• Execute and track quality evaluations for internal teams, including Partner Care, Customer Care, and Customer Success Agents
• Monitor performance metrics to maintain high service standards
• Support External BPO QA Operations
• Collaborate with the QA Manager overseeing BPO operations to ensure external partners meet Flex’s quality standards
• Align internal and external QA practices to maintain consistency, establishing a unified framework across both internal and BPO teams
• Analyze and Report on QA Data
• Use QA data to identify trends, performance gaps, and improvement opportunities
• Create regular reports summarizing insights and recommendations for management and customer success teams
• Drive Process Improvements
• Partner with Training, Internal Tooling, and other cross-functional teams to implement process enhancements based on QA findings
• Champion initiatives that improve efficiency and customer satisfaction
• Collaborate on Training and Development
• Work closely with the Training team to develop and update materials addressing quality gaps and supporting employee growth
• Ensure Compliance and Adopt Best Practices
• Ensure QA programs comply with regulatory requirements, company policies, and industry best practices
• Implement controls to mitigate risks and ensure alignment across teams
• Integrate Customer Feedback
• Monitor customer feedback, complaints, and survey data to identify recurring themes
• Leverage customer insights to enhance service quality and drive satisfaction initiatives

Benefits

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription
• Competitive Pay
• Company Equity
• Unlimited PTO