Quality Operations Manager, Member Services
About the role
Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
As the Quality Operations Manager, you will be responsible for the strategy and infrastructure of Chime’s global QA program. This includes multi-channel QA scorecard design, defining and implementing KPI dashboards, owning all QA tools and tooling strategy, and overseeing the QA change management process.
This is a high-impact, high-visibility position that interacts with a broad group of internal and external stakeholders. Your work - execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This role requires an experienced leader who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.
This job cannot be performed in the state of Colorado.
In this role, you can expect to:
- Lead the team responsible for defining the quality strategy and infrastructure framework. Develop a fully trained, high performing quality operations team.
- Implement QA scorecards and metrics in line with industry best practices (e.g., COPC, Lean Six Sigma) to drive performance.
- Provide reporting, analysis and insights on QA performance and outcomes.
- Own the QA tooling strategy and administration.
- Identify opportunities to improve the quality program, including automation recommendations.
- Drive team performance through strong leadership, people management and coaching.
- Bring a QA perspective to the larger organization, ensuring quality is an integral part of our continuous improvement framework at Chime.
To thrive in this role, you have:
- 8+ years of experience in contact center quality assurance in a large organization (preferably geographically diverse or global).
- 2+ years of experience in a QA leadership position with a track record of successful delivery.
- Proven experience and success in designing and implementing multi-channel QA scorecards.
- A strong understanding of the tools and techniques necessary to execute high-quality QA cost efficiently (preferably familiar with COPC process); and a working understanding of end-to-end processes within customer service operations.
- A track record of delivering data-driven insights from quality initiatives.
- Comfort in working in a fast growing, global contact center environment .
- Strong people management skills including experience managing distributed teams.
- Ability and willingness to travel domestically and internationally, approx. 25% of the time (post COVID).
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.
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