posted May 19

Member Success QA Specialist

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Job Location: Remote

Job Description

• Quality Control: Conduct comprehensive quality audits and manage the quality assurance processes for calls, emails, and chat interactions handled by our BPO partners. Uphold and enforce Quality Standard Operating Procedures (SOPs), ensuring they are in line with Dave's stringent standards and regulatory mandates. • Collaboration & Cross-functional Partnership: Engage closely with teams like Loss Management, Risk, Vendor Operations, Learning & Development, and Compliance to foster a unified approach to quality assurance. Serve as the crucial link between the corporate office and BPOs, maintaining clear communication and ensuring strict adherence to quality metrics and procedures. • Analysis & Reporting: Consistently analyze Quality KPIs to gauge the effectiveness of the program, pinpoint trends, and drive data-informed recommendations for enhancing workflows, member experience, and product offerings. Provide stakeholders with detailed, data-driven reports, giving clear insights into agent performance, potential product improvements, and opportunities for process optimization. • Process Improvement: Identify and tackle operational challenges, proposing enhancements that align with business objectives and elevate the quality of service. Innovate and implement process improvement solutions, promoting efficiency and boosting member satisfaction.

Qualifications

• A minimum of 4 years of Quality Assurance experience, specifically in customer support, coupled with a broader experience of at least 6 years in customer support roles. • Subject Matter Expert of Reg E and other regulatory guidelines related to cardholder protection rules. • Exceptional communication abilities, capable of distilling complex issues into clear, persuasive reports. • Demonstrated adeptness at quickly absorbing new information, managing unpredictable scenarios, and juggling various responsibilities effectively.