Manager, Customer Support (QA)

Summary

Join MoCaFi as a proactive Manager, Customer Support Quality Assurance (QA) to lead the development and implementation of a comprehensive quality program for our FAA payments contract. You will utilize observation and analysis of customer interactions to drive continuous improvement in customer service and ensure high customer satisfaction. This role involves identifying opportunities for AI solutions to automate quality processes and reporting to the Director of Client Services. The position is remote, with a hybrid option for those in the NYC area. The salary range is $93,500-$140,000, based on experience and location. You will design and implement a quality program, conduct audits, perform root cause analysis, and develop training programs. Collaboration with customer service leaders and ensuring compliance are also key aspects of this role.

Requirements

• Bachelor's degree in Business Administration or a related field or 4+ additional years of equivalent work experience
• 5+ years of experience in customer service quality assurance
• 5+ years of contact center experience
• 2+ years of experience working in financial services, specifically in Payments (ex, payment processing, acquiring, issuing, payment technology provider, etc.)
• Strong understanding of quality assurance methodologies and best practices
• Experience with call monitoring, calibration, and performance analysis
• Knowledge of automation and AI solutions for quality assurance
• Excellent analytical, communication, and problem-solving skills
• Experience with contact center operations
• Proficient in Google and Microsoft Office Suite. Familiarity with quality assessment tools
• Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents
• Ability to travel domestically up to 10% annually

Responsibilities

• Design and implement a comprehensive customer service quality program
• Conduct regular audits of vendor quality assurance teams to ensure performance standards are met
• Perform root cause analysis to identify knowledge gaps and address them through communications and Knowledge Base Articles (KBAs)
• Analyze quality performance data and identify areas for improvement
• Facilitate calibration sessions and conduct call monitoring to ensure consistent quality standards
• Update and maintain policies and procedures based on quality performance data
• Develop and deliver targeted training programs to address identified quality gaps
• Implement automation and AI solutions to enhance quality assurance processes
• Oversee post-payment activities
• Produce reports and presentations to share performance trends
• Observe, analyze, and evaluate customer interactions to provide feedback and drive improvements in customer service
• Develop strategies to improve customer experience, CSR experience, and cost efficiency
• Collaborate with Customer Service leaders to meet KPI targets
• Ensure compliance with all relevant financial services regulations
• Ensure all QA targets are met and adjusted if necessary
• Assess and monitor high call volumes and systems using the latest available technology
• Enhance tools and systems for better efficiency based on QA analysis

Benefits

• An empowering workplace that values initiative and critical thinking
• Work on achieving our financial inclusion mission
• A supportive and inclusive culture: recognizes contributions and celebrates wins
• A welcoming environment that appreciates your bringing your entire self to work
• Time to rest and recharge -- flexible time off policy as long as you can get your job done and make arrangements with your manager to cover you if needed