Sr Quality Assurance Analyst

Make your impact within a rapidly growing Fintech Company

We are looking for a talented, enthusiastic, and dedicated individual who is passionate about quality and eager to make a meaningful impact on the customer experience. As a Senior Quality Assurance Analyst, you’ll play a critical role in ensuring that our Customer Experience Operations team (CXO) delivers exceptional service.

The Quality team is currently undergoing rapid growth and transformation as we expand our scope, refine our existing programs, and scale new initiatives. We're looking for someone who thrives in fast-paced, ambiguous environments, can pivot quickly as priorities shift, and is excited by the opportunity to help shape what Quality looks like at scale.

In this role, you'll be responsible for auditing customer interactions across multiple channels, identifying trends and insights through data analysis, and using that information to influence decisions and drive measurable improvements. You'll use tools like Excel, Google Sheets, and SQL to surface patterns, and you’ll bring those insights to life through compelling storytelling and presentations to CXO leadership and cross-functional partners. You’ll also provide structured feedback to frontline teams and collaborate closely with operations and training leaders to improve performance and the overall customer journey.

Key job functions:

• Audits customer interactions across CXO to evaluate quality, policy adherence, and customer experience
• Provides actionable, structured feedback to advocates and frontline teams via internal Quality Management System
• Collaborates with CXO Leadership to identify coaching opportunities and close training or performance gaps
• Analyzes audit and support performance data to identify patterns, root causes, and improvement opportunities across lines of business
• Creates and maintains dashboards and reports using advanced Excel, Google Sheets, and SQL (as applicable) to provide visibility into quality trends and performance insights.
• Synthesizes audit findings and performance data into compelling, actionable insights for leadership and cross-functional stakeholders
• Presents data narratives to CXO leadership and partner teams to influence QA strategy and drive operational change
• Contributes to the design and optimization of QA scorecards, metrics, and performance frameworks aligned to business goals
• Supports the implementation and enhancement of AI-enabled QA tools, focusing on measurement and adoption
• Prepares internal and external quality audit reports for team and leadership review
• Participates in regular calibration sessions with the Quality team and operational leaders to maintain consistency and shared standards
• Helps drive the Quality Assurance team’s success by contributing to team must–deliver goals
• Mentors and coaches fellow Quality Assurance team members to support ongoing development and promote a culture of continuous improvement

We’d love to chat if you have:

Required Qualifications:

• Bachelor’s Degree or equivalent experience
• 3+ years of experience in a Quality Assurance or Quality Analyst role in a high-volume contact center
• Proven ability to conduct detailed quality audits across multiple channels (chat, email, voice) and back office teams
• Strong analytical skills with experience identifying trends and recommending improvements based on performance data
• Advanced proficiency in Excel and Google Sheets (e.g., pivot tables, conditional logic, lookups, array formulas)
• Experience designing or maintaining QA dashboards or scorecards
• Excellent written and verbal communication skills, including the ability to present insights and tell a clear story using data
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, cross-functional environment
• Strong understanding of support metrics and customer experience KPIs
• Demonstrated experience giving actionable, empathetic feedback to customer-facing teams

Preferred Qualifications:

• SQL experience or ability to extract and analyze data from large datasets
• Familiarity with QA tools such as MaestroQA
• Experience working with or auditing BPO/offshore teams
• Exposure to AI tools or initiatives related to customer support quality
• Prior experience working in a financial services or fintech company

Visa Sponsorship:  Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.