About BlueVine

BlueVine is a high-growth fintech company empowering small businesses with innovative banking. By combining industry-leading technology and security with our team's expertise and care, we've helped 200,000+ businesses, funding more than $9 billion since 2013.

Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. We're hiring problem solvers and collaborators to join our meaningful mission.

Headquartered in Redwood City, CA, we've recently raised $102.5M and are backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12.

Summary Objective

We’re looking for a seasoned Contact Center Quality Assurance Manager who will be responsible for the quality program strategy to ensure our support teams deliver world-class customer experiences through various contact channels, including calls, emails and chat. This role will lead the efforts to monitor and evaluate the workflows and interactions of front-line staff, including outsourced staff.. Most importantly, as a Quality Assurance Manager, you and your team will play a critical function as the first line of defense. The Quality Assurance team will partner with Training, Support Leadership & Risk to build a continuous feedback loop to ensure quality goals and metrics are met.

Responsibilities

• Develop, implement, and manage a best-in-class contact center quality management program across various service channels and products
• Build a scorecard that will evaluate customer contact and leverages both QA principles and industry-leading customer experience standards
• Assist in vendor selection, requirement scoping and implementation for new contact center quality assurance software 
• Hire, develop & lead a team of quality assurance analysts and establish and manage against performance metrics 
• Interact with various stakeholders to establish feedback monitoring and identify trends and opportunities to improve on service quality 
• Conduct weekly QA calibrations and other routines with Support Leadership to share insights, trends and improvement recommendations
• Identify and drive efficiency and automation improvements in the QA program and related processes
• Prepare weekly and monthly performance reporting and customer experience insights and present to senior management
• Identify procedure gaps and implement solutions

Required Experience

• 6+ years of customer-facing strategy management experience required
• 2+ years of experience managing a team
• Financial services experience preferred 
• B.A. Degree in a scientific or related discipline is preferred
• Strong program management skills and data-driven decision making 
• Excellent written and verbal communication skills
• Flexible, Proactive and able to multitask
• Ability to work in a fast-paced environment and adapt to projects and deadlines

Benefits & Perks:

• Receive over $1,000 annually for a wellness benefit of your choice
• Monthly WFH Stipend 
• Generous PTO and holidays
• Excellent health coverage and life insurance benefits
• Generous, paid parental leave which covers up to 15 weeks
• 401K with an immediate 3% company match

Once We Return to Office:

• Free commuter benefits - CalTrain passes for SF employees and a monthly parking allowance 
• Weekly catered lunches
• Unlimited snacks in fully stocked kitchens
• Pet-friendly HQ

Read what candidates and employees have to say about us. Check out our Glassdoor Page.