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CX Quality Assurance Manager

New York City

CX Quality Assurance Manager
Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

  • 3+ years of customer service experience analyzing and solving customer problems
  • 2+ years of experience as a Manager of 5+ team members
  • Proficiency with G-suite, Tableau, Zendesk, Playvox, Jira

Bonus Points:

  • Experience with WFM platform Assembled 
  • Experience working in a highly regulated company 
  • Previous experience working in client services, customer service roles within a tech or financial institution

A day in the life and how you’ll make an impact:

  • Develop and Implement QA Programs: Design and maintain a comprehensive quality assurance program to monitor and assess the quality of customer interactions (calls, emails, chat).
  • Monitor Performance: Evaluate CS and QA Agent performance by auditing interactions to ensure compliance with company policies, industry standards, and customer satisfaction goals.
  • Create and Analyze Reports: Regularly produce detailed QA reports with actionable insights, presenting findings to senior management and stakeholders to drive operational improvements.
  • Provide Feedback and Coaching: Work closely with CS Managers and supervisors to provide constructive feedback and coaching to CS Teams, aiming to improve performance and service delivery.
  • Identify Training Needs: Collaborate with the training department to identify gaps in CS Agent performance and develop targeted training programs to address these needs.
  • Develop QA Standards: Establish, review, and update quality assurance standards and best practices to align with organizational goals, customer expectations, and compliance regulations.
  • Root Cause Analysis: Conduct root cause analysis on recurring quality issues and implement corrective actions to prevent future occurrences.
  • Stakeholder Management: Partner with Client Services leadership to set performance targets, monitor KPIs, and recommend process improvements for operational efficiency.
  • Ensure Compliance: Ensure adherence to industry regulations and standards (e.g., MTL, GDPR) and company-specific guidelines for customer interactions.
  • Continuous Improvement: Lead initiatives to improve quality assurance processes, reduce errors, and enhance overall customer experience.
  • Customer Feedback Integration: Work with the Voice of the Customer team to integrate customer feedback into quality improvement strategies.
  • Team Leadership: Lead and mentor a team of quality assurance specialists and analysts, ensuring alignment with the overall quality vision of Client Services

About the team:

As a CX Quality Assurance Manager, you will oversee and enhance the quality performance of our Client Services Operation. The QA Manager will be responsible for developing and managing quality standards, processes, and training documentation to ensure that our customer interactions align with company goals and industry regulations. The ideal candidate has extensive experience in customer service, a strong understanding of performance metrics, and a proven ability to lead teams toward continuous improvement.

About Melio USA: 

  • Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
    • The annual base salary range for this position is $95,000 - $105,000. 
  • Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
  • 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
  • Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
  • Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
  • Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
  • Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
  • Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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