Member Success QA Specialist
United States
Member Success – Member Success /
Full Time Exempt /
Remote
Dave is one of the leading US neobanks and a pioneer in financial services, using disruptive technology to provide best in class banking services to millions of members at a fraction of the cost compared to incumbents. The anchor of our banking value proposition, ExtraCash, provides up to $500 of short term, interest free advances to members within minutes of joining. The speed to value, access and pricing of ExtraCash compared to traditional overdraft sets us apart from incumbents and is a key to our strategy to efficiently acquire transacting Dave debit card members.
We are in search of a QA Specialist with a specialized focus on risk, particularly within contact centers and dispute intakes. Your expertise will be instrumental in ensuring the Member Success Department upholds the highest standards of service and quality. In this role, you will be working in tandem with departments such as Risk, Vendor Operations, Learning & Development, and Compliance to ensure our BPO partners are in full compliance with Dave's policies, procedures, and quality standards.
What you’ll do
- Quality Control: Conduct comprehensive quality audits and manage the quality assurance processes for calls, emails, and chat interactions handled by our BPO partners. Uphold and enforce Quality Standard Operating Procedures (SOPs), ensuring they are in line with Dave's stringent standards and regulatory mandates.
- Collaboration & Cross-functional Partnership: Engage closely with teams like Loss Management, Risk, Vendor Operations, Learning & Development, and Compliance to foster a unified approach to quality assurance. Serve as the crucial link between the corporate office and BPOs, maintaining clear communication and ensuring strict adherence to quality metrics and procedures.
- Analysis & Reporting: Consistently analyze Quality KPIs to gauge the effectiveness of the program, pinpoint trends, and drive data-informed recommendations for enhancing workflows, member experience, and product offerings. Provide stakeholders with detailed, data-driven reports, giving clear insights into agent performance, potential product improvements, and opportunities for process optimization.
- Process Improvement: Identify and tackle operational challenges, proposing enhancements that align with business objectives and elevate the quality of service. Innovate and implement process improvement solutions, promoting efficiency and boosting member satisfaction.
What you’ll need:
- Experience & Skills: A minimum of 4 years of Quality Assurance experience, specifically in customer support, coupled with a broader experience of at least 6 years in customer support roles.
- Subject Matter Expertise: Reg E and other regulatory guidelines related to cardholder protection rules.
- Exceptional communication abilities, capable of distilling complex issues into clear, persuasive reports.
- Demonstrated adeptness at quickly absorbing new information, managing unpredictable scenarios, and juggling various responsibilities effectively.
- Cross-functional Agility: Comfortable and experienced in functioning cross-functionally, particularly with Training, Product, and Fraud teams. Capable of making autonomous decisions in the creation of projects, techniques, and evaluation criteria to achieve desired results.
- Technical Proficiency: Intermediate to advanced skills in Google suite, and Customer Support Tools such as Zendesk, Medallia Agent Connect, and Lessonly.
- Customer-Centric Perspective: Deep understanding of customer experience, with the ability to interpret customer feedback and utilize insights to improve service quality.
$76,500 - $103,500 a year
Dave has established a nationally applicable pay program that recognizes that regardless of where Daves choose to live, their time and effort is of equal value to the company. As such we utilize base salary ranges that are intended to be competitive in all markets and do not differentiate pay based on employee work location.
The application window will be open until at least May 23, 2024. This opportunity will remain online based on business needs which may be met before or after the specified date.
Don’t let imposter syndrome get in your way of an incredible opportunity. We’re looking for people who can help us achieve our mission and vision, not just check off the boxes. If you’re excited about this role, we encourage you to apply. You may just be the right candidate for this or other roles.
Why you’ll love working here:
At Dave, our people are just as important as our product. Our culture is a reflection of our values that guide who we are, how we work, and what we aspire to be. Daves are member centric, helpful, transparent, persistent, and better together. We strive to create an environment where all Daves feel valued, heard, and empowered to do their best work. As a virtual first company, team members can live and work anywhere in the United States, with the exception of Hawaii.
A few of our benefits & perks:
• Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals
• Flexible hours and virtual first work culture with a home office stipend
• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Financial advisor and financial wellness support
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break
• All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team
Dave Operating LLC is proud to be an Equal Employment Opportunity employer and is dedicated to cultivating a diverse and inclusive workplace. We will consider for employment all qualified applicants and do not discriminate on any basis protected by federal, state, or local law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
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