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Lead, CS Quality Assurance

New York, New York, United States

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the Role

Flex is hiring a Quality Assurance Lead to oversee and enhance QA operations for Customer Success, with a focus on BPO teams. This role will drive scalability, automation, and process improvements, ensuring consistent quality across customer interactions.

The QA Lead will be responsible for aligning internal and external QA processes, expanding audit capacity through AI and automation, and leading the evaluation, selection, and implementation of a new Quality Management System (QMS).  This role will work closely with BPO QA teams, Vendor Management, Training, and Internal Tooling to improve quality standards, identify performance trends, and drive efficiency.

What You’ll Do

  • Oversee and refine Flex’s QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions.
  • Align internal and external QA processes to create a scalable, standardized framework.
  • Adapt the QA program to support new communication channels (e.g. chat and phone).
  • Track and analyze BPO performance metrics, using QA insights to maintain high service standards.
  • Ensure BPO partners meet Flex’s quality benchmarks through close collaboration with their QA teams.
  • Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights.
  • Generate regular reports summarizing findings and recommendations for leadership.
  • Work cross-functionally with Training, Tooling, and Vendor Management to implement process improvements.
  • Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics.
  • Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations.
  • Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams.
  • Champion efficiency initiatives that improve customer experience and drive continuous improvement.

Key Qualifications

  • 2-3 years of experience in QA management within a customer success or support environment.
  • Proven ability to develop, refine, and execute QA programs at scale.
  • Strong analytical mindset with the ability to interpret data and drive actionable improvements.
  • Excellent organizational and project management skills to handle multiple initiatives effectively.
  • Experience collaborating across teams to enhance QA processes, training, and operational efficiency.
  • Solid understanding of regulatory compliance, industry best practices, and quality standards.
  • Exceptional communication skills—both written and verbal—with the ability to influence and align stakeholders.
  • Fintech, payments, or financial services experience is highly preferred.
  • Familiarity with privacy, compliance, and regulatory requirements is a plus.

The pay range for this position is $102,000 - $118,000 in base salary. Individual compensation will align with Flex's internal leveling guidelines and benchmarks, considering candidate experience and skills.

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company equity
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

 For full time non-US employees, we offer

  • Competitive Pay
  • Company Equity
  • Unlimited PTO

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