About the role

The Vendor Quality Lead will be responsible for the Quality performance of their assigned BPO vendor and will report to the Senior Manager of Quality Operations.  In partnership with the Vendor Operations management team, this role works closely with both the Chime Quality team and BPO quality team to ensure consistency and quality in all customer interactions provided by our BPO vendors. The BPO QA Lead is an ambassador of the Chime brand, and must have the ability to articulate those expectations in an authoritative and decisive voice. Our BPO vendors are looking to this person to set the bar, and provide them with the framework to achieve success. The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Chime practice of treating our BPO vendors as true Chime family.

The Vendor QA Lead leverages their analytic skills to create a metric-driven determination of our successes as well as our opportunities for improvement. The right person is skilled at seeing the big picture and can communicate the findings effectively with key stakeholders. This role has the potential to be incredibly impactful in the QA program, and the right person must be highly motivated by the opportunity to effect change. We are looking to this role to help us create a framework to raise the bar for our quality operations globally.

In this role, you can expect to

• Work directly with BPO Quality teams to drive compliance, performance and consistency in all customer interactions
• Work closely with the BPO QA leaders to determine best practices for QA processes, in collaboration with the QA Manager, training and vendor operations managers.
• Analyze data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition
• Drive periodic business reviews with their assigned BPO vendor
• Implement the policies and best practices of the Chime Quality program
• Drive continuous improvement of our user experience through closed loop feedback
• Demonstrate mastery of MS policies, procedures, and workflows; coordinate up-training of BPO QAs in a timely manner to quality teams.

To thrive in this role, you have

• 3-5 years of Customer Experience management experience in a rapidly growing BPO vendor network, minimum of 2 years experience working in a QA Specialist or related role
• Ability to work independently in an offsite location without direct manager supervision
• Contact center experience managing outsourced vendors
• Experience with creating, measuring, and analyzing quality metrics/KPIs
• Ability to spot trends in data and provide recommended actions to drive performance
• Knowledge of CSAT, NPS framework and tools (Medallia. Stella Connect, Qualtrics etc.)
• Familiarity with industry leading contact center Quality Assurance platforms (NICE, Verint, Calabrio etc.)
• Travel required up to 15%

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.