Full-Time Manager Customer Support QA

MoCaFi is seeking a proactive Manager, Customer Support Quality Assurance (QA), to lead the development and implementation of a comprehensive quality program for our FAA payments contract.

Utilizing observation and analysis of customer interactions, this role will drive continuous improvement in customer service and ensure consistently high customer satisfaction.

This person will identify opportunities for AI solutions to automate quality processes.

The Manager of Customer Support (QA) will report to the Director of Client Services.

This position is remote but hybrid to our New York City office for those located in the NYC metropolitan area.

Key Responsibilities:

• Operational Excellence: Design and implement a comprehensive customer service quality program. Conduct regular audits of vendor quality assurance teams to ensure performance standards are met. Perform root cause analysis to identify knowledge gaps and address them through communications and Knowledge Base Articles (KBAs). Analyze quality performance data and identify areas for improvement. Facilitate calibration sessions and conduct call monitoring to ensure consistent quality standards. Update and maintain policies and procedures based on quality performance data. Develop and deliver targeted training programs to address identified quality gaps. Implement automation and AI solutions to enhance quality assurance processes. Oversee post-payment activities. Produce reports and presentations to share performance trends.
• Collaboration: Observe, analyze, and evaluate customer interactions to provide feedback and drive improvements in customer service. Develop strategies to improve customer experience, CSR experience, and cost efficiency. Collaborate with Customer Service leaders to meet KPI targets.
• Compliance: Ensure compliance with all relevant financial services regulations. Ensure all QA targets are met and adjusted if necessary.
• Technology Assessment: Assess and monitor high call volumes and systems using the latest available technology. Enhance tools and systems for better efficiency based on QA analysis.

Qualifications:

• Bachelor's degree in Business Administration or a related field or 4+ additional years of equivalent work experience.
• 5+ years of experience in customer service quality assurance.
• 5+ years of contact center experience
• 2+ years of experience working in financial services, specifically in Payments (ex, payment processing, acquiring, issuing, payment technology provider, etc.)
• Strong understanding of quality assurance methodologies and best practices.
• Experience with call monitoring, calibration, and performance analysis.
• Knowledge of automation and AI solutions for quality assurance.
• Excellent analytical, communication, and problem-solving skills.
• Experience with contact center operations.
• Proficient in Google and Microsoft Office Suite.
• Familiarity with quality assessment tools.

Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents.

Ability to travel domestically up to 10% annually.

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