Direct, Quality Assurance
Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation fintech company using innovative, mobile-first technology to help our 2+ million members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role
The Quality Assurance Director leads all call monitoring and calibration activities related to member experience, compliance, and accuracy for SoFi Operations (voice, email, chat where applicable), including Operations Suppliers. This leader serves as a critical resource for subject matter expertise across all SoFi Business Teams and is a partner to all Operations teams on performance management / coaching, effective communication of results, and partnering in continual process improvement. In addition, this leader has ownership for the completion and facilitation of the monthly SoFi Complaints review.
What you’ll do:
Provide ongoing leadership and development to our QA team of managers, analysts and agents creating a culture in QA and in our support throughout Operations that is best in class. Ensure QA team performance objectives are achieved monthly in accordance with the established SOPs and that we are operating as efficiently as possible from both a capacity and automation perspective. Continue to develop our new analyst role to build effective reporting and delivery of performance results for interaction, accuracy, and compliance requirements monthly as well as finding ways the analysts can proactively drive performance and process improvement . Ensure coaching delivery and effective escalation of trending issues. Serve as a subject matter expert for all of SoFi regarding processes, complaints management and trending, and potential risks. Escalate and address critical issues identified in monitoring in a timely manner. Continue to iterate on existing processes and continuous improvement.
What you’ll need:
- Excellent communication skills at all levels of the organization including with internal and external auditors and regulators
- Strong interpersonal and relationship building skills
- Confident in escalating identified issues and assisting in driving resolution
- Intuitive ability to identify and escalate issues proactively in monitoring results
- Strong partnership and collaboration skills
- Ability to successfully balance multiple critical priorities simultaneously
- Demonstrated success in managing remotely
- Results oriented with a record of exceeding expectations
- Motivated leader with an ability to inspire others, strong people management skills
- Ability to balance multiple critical priorities simultaneously
- Ability to define and create a process from the ground up
- Innovative and strategic thinking skills, focused on continuous process and efficiency improvement in QA
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Why you’ll love working here:
- Competitive salary packages and bonuses
- Comprehensive medical, dental, vision and life insurance benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Employer paid lunch program (except for remote employees)
- Fully stocked kitchen (snacks and drinks)
*These benefits are only applicable to full time employeesSoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.