Quality Program Analyst
About the role
The Quality Program Analyst (QPA) will support the day to day activities of the Quality Program. The Analyst will lead by example and set the high bar standard for Quality across the QA team and MS organization. This Analyst will report to the Senior Manager of Quality, Member Services, and drive Quality initiatives for continuous improvement. The analysis, business case development, and reporting of transaction monitoring and root cause analysis data will be the Analyst’s responsibility to ensure all assigned duties are completed by the deadline. The Quality Program Analyst is responsible for the collaboration across Member Services, Training, and Product teams as the Quality representative.
In this role, you can expect to
- Train, certify, and onboard new-hire QAs from vendor sites
- Prepare variance report (agent/team/site levels) derived from calibration sessions
- Complete on-demand transaction monitoring and root cause analysis from CSAT results in line with agreed targets
- Analyze, report, and present findings from Quality transaction monitoring periodically to inform Member Services organization how quality is being delivered on a program level.
- Design and lead deep dive quality projects to complete to help drive service improvements and manage through to dive completion.
- Leverage transaction monitoring insights to help drive member service improvements through the development of targeted continuous improvement initiatives.
- Demonstrate mastery of Member Services policies, procedures, and workflows; train updates in a timely manner to all vendor QA teams, as necessary.
- Work with internal vendor managers to address escalated issues, dips in performance, and the roll-out of new Quality initiatives to drive performance.
- Provide day to day support of the Quality program such as leading calibration sessions and conducting spot checks (audit the auditor)
To thrive in this role, you have
- 3-5 years of contact center customer service with 1-year Quality Assurance experience, required
- Working knowledge of contact center tools (i.e., CSAT, Zendesk, Five9, Quality Management)
- Working knowledge of google suite, including sheets.
- Basic SQL, COPC, and/or Six Sigma certification, a plus
- The ability to develop action plans, business cases, and data-driven reporting that you would present to all levels of the organization
- The skills to objectively analyze performance and provide regular feedback.
- The ability to modify your approach to suit your audience.
- Experience quickly identifying root causes as well as subtle, hidden issues.
- The ability to use logic to propose effective solutions to a variety of problems.
- Mastered the ability to prioritize correctly, focusing your efforts on the most important things. You stay organized to ensure successful multitasking.
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members, and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.