Customer Success Quality Assurance Manager

  • Contract
  • Anywhere
  • Posted 3 weeks ago


Flex is an early-stage, remote-first FinTech startup that’s creating one of the best lease fee expertise. It’s onerous to consider that it’s 2023 and paying lease on time is dear, rigid, and tough. We’re right here to vary that! We allow our customers to pay lease all through the month on a schedule that higher suits their funds and finances. Our mission is to empower as many renters as doable with flexibility over their most vital recurring expense. After intentionally conserving a stealth profile as we constructed up unprecedented investor help and an enthusiastic consumer base, we’re on the lookout for motivated people to assist us hold our mission rising in 2023. Will you be part of the crew? 

Job Abstract:
As a Buyer Help QA Supervisor, you can be liable for overseeing and enhancing the standard of our buyer help companies. Your most important objective will likely be to make sure that each buyer interplay is according to our firm’s requirements for excellence, serving to to foster buyer satisfaction and loyalty. You’ll personal the top to finish QA program at Flex which embrace BPO oversight and Inside CS high quality assurance.  This position will likely be an lively member of the CS administration crew and contribute to the innovation and steady enchancment of our Buyer Success operate.  

Key Duties:
Evaluate, replace, and handle a complete high quality assurance program for buyer help interactions, together with e mail, chat, chatbot, cellphone, and every other communication channels.
Handle high quality for inner Flex Buyer Success Groups
Design and implement high quality applications for AI instruments similar to chatbots and automations. 
Conduct ongoing monitoring and analysis of buyer success interactions to evaluate efficiency in opposition to established high quality requirements and KPIs
Keep a dynamic set of QA rubrics to measure efficiency
Use AI QA software program to overview interactions, establish sentiment and high quality subject and take corrective motion by way of QA course of
Carefully work with CS administration to assist ship teaching suggestions centered on steady enchancment
Working with BPO Coaching and QA managers to enhance coaching and QA applications.
Present common suggestions by way of evaluations that CS managers can then use to supply teaching to buyer success representatives, thereby enhancing agent efficiency, communication expertise, and adherence to firm insurance policies and procedures 
Analyze QA knowledge to establish tendencies, areas for enchancment, and coaching wants. Present insights and proposals for course of enhancements
Generate common reviews on high quality assurance outcomes and share findings with administration and the shopper success crew
Collaborate with the shopper success crew and different related departments to implement course of enhancements primarily based on QA findings
Be sure that buyer success representatives adhere to regulatory necessities, firm insurance policies, and trade finest practices
Monitor and analyze buyer suggestions, complaints, and survey knowledge to establish alternatives for enhancing buyer satisfaction and repair high quality

Confirmed expertise in high quality assurance or high quality management, with a give attention to buyer help interactions
3+ years of expertise working as a part of a excessive quantity B2C Buyer Help Administration crew
Sturdy analytical and problem-solving expertise
Wonderful communication and training expertise
Data of buyer success finest practices, trade requirements, and rules
Proficiency in utilizing high quality assurance and monitoring instruments and training platforms
Means to work collaboratively with cross-functional groups
Sturdy consideration to element and a dedication to sustaining high-quality requirements
Earlier administration or management expertise is a plus


Life at Flex:

We perceive that it takes a various crew of very smart, curious, decided, empathetic, and self conscious folks to develop a profitable firm. Our HQ is positioned in New York Metropolis, however we’re remote-friendly with staff positioned all through the US, Australia, and South America. We’re rising rapidly, however intentionally, with a give attention to constructing an inclusive tradition. Our dynamic crew has unimaginable views to share, simply as we all know you do, and we take nice satisfaction in being an equal alternative office.
We provide many worker advantages. For full time, U.S. primarily based staff we provide:
  • Aggressive pay
  • 100% company-paid medical, dental, and imaginative and prescient
  • 401(okay) + firm inventory choices
  • Limitless paid time without work with a PTO minimal +  13 firm paid holidays
  • Parental depart + IVF and adoption help
  • Flex Cares Program: Non-profit firm match + pet adoption protection
  • Free Flex subscription

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