Customer Support Quality Assurance Lead - Remote

Overview

Acorns is seeking a Customer Support Quality Assurance (QA) Lead to help Acorns Support build a world-class quality assurance program. As the QA Lead, you will play a critical role in shaping the quality of our agents and happiness of our customers.

In Short

• Oversee Quality Performance by monitoring and evaluating agent performance.
• Champion Customer Satisfaction through analysis of feedback and metrics.
• Identify Improvement Opportunities to optimize support processes.
• Develop Quality Assurance Programs including audits and evaluations.
• Supervise Quality Assurance Associates and mentor their development.
• Collaborate with Cross-Functional Teams on quality goals.
• Facilitate Training and Development for agents.
• Implement Best Practices in quality assurance.
• Report on Quality Metrics to leadership.

Requirements

• 7-9+ years experience in a contact-center-based quality assurance role.
• Exceptional project/program management skills.
• Exceptional analytical skills for data analysis.
• Experience managing or supervising employees in a corporate environment.
• Auditing experience for agent evaluations.
• Excellent written and verbal communication skills.
• Knowledge of financial services and call center regulations.
• Excitement about Acorns' mission and values.

Benefits

• Competitive salary and stock options.
• A comprehensive benefits package.
• Flexible paid time off.
• Career growth opportunities.
• Supportive team environment.
• Opportunity to create meaningful work.