Manager, Customer Support Quality Assurance (QA) - Remote

Overview

MoCaFi is seeking a proactive Manager, Customer Support Quality Assurance (QA), to lead the development and implementation of a comprehensive quality program for our FAA payments contract. Utilizing observation and analysis of customer interactions, this role will drive continuous improvement in customer service and ensure consistently high customer satisfaction. This person will identify opportunities for AI solutions to automate quality processes.

In Short

• Design and implement a comprehensive customer service quality program.
• Conduct regular audits of vendor quality assurance teams.
• Perform root cause analysis to identify knowledge gaps.
• Analyze quality performance data for improvement.
• Facilitate calibration sessions and conduct call monitoring.
• Update and maintain policies and procedures.
• Develop and deliver targeted training programs.
• Implement automation and AI solutions.
• Oversee post-payment activities.
• Produce reports and presentations on performance trends.

Requirements

• Bachelor's degree in Business Administration or related field or equivalent experience.
• 5+ years of experience in customer service quality assurance.
• 5+ years of contact center experience.
• 2+ years in financial services, specifically in Payments.
• Strong understanding of quality assurance methodologies.
• Experience with call monitoring and performance analysis.
• Knowledge of automation and AI solutions.
• Excellent analytical and communication skills.
• Experience with contact center operations.
• Proficient in Google and Microsoft Office Suite.

Benefits

• An empowering workplace that values initiative and critical thinking.
• Work on achieving our financial inclusion mission.
• A supportive and inclusive culture.
• A welcoming environment that appreciates your entire self.
• Flexible time off policy.