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Félix seeks to empower Latinos in the US to care for what matters most back home. #JuntosWeSucceed
The Role
The QA & Enablement Manager will architect service quality, driving agent excellence, and establishing a QA scoring framework and training curriculum. Responsibilities include auditing operations, standardizing SOPs, and defining KPIs for tracking performance within a growing agent team.
Summary Generated by Built In
About Us
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
As the QA & Enablement Manager, you will be the architect of our service quality and the primary driver of agent excellence. In this role, you aren't just "checking boxes"—you are building the ecosystem that ensures every interaction on our WhatsApp-based platform is fast, compliant, and empathetic. You will own the end-to-end quality framework, from designing scorecards and calibration sessions to updating and building the onboarding and continuous training curriculum for both our internal teams and BPO partners. This is a high-impact role that sits at the intersection of Operations, Product, and Compliance, ensuring our 35-45+ agent organization scales without losing the "Félix touch."
Responsibilities
- Audit current coverage and design a unified QA scoring framework with standardized rubrics that weight both CX outcomes and strict compliance adherence (KYC, SAR triggers, and hold procedures).
- Consolidate and standardize all knowledge bases, SOPs, and decision trees into a single, version-controlled source of truth across all products and corridors.
- Build and deliver a structured onboarding curriculum and continuous training engine. Design targeted interventions and micro-trainings based on QA and CX data gaps.
- Support BPO ramp-ups by delivering training materials, certification criteria, and "nesting" support plans to ensure external teams meet our internal quality benchmarks.
- Systematically capture and escalate customer friction points to Product and Ops leadership, acting as a bridge to close the loop on product defects and UX improvements.
- Define and operationalize KPIs (QA score, CSAT, NPS, FCR, compliance adherence) and build dashboards in BigQuery/Retool for weekly visibility and WBRs.
- Evolve our QA and enablement infrastructure to support a rapidly growing team across multiple geographic corridors.
Requirements
- 5+ years of experience in QA Management, Operational Excellence, or Enablement, preferably in a high-growth Fintech or B2C startup.
- Strong analytical skills with the ability to query data using SQL (BigQuery) and build automated reporting/dashboards.
- Proven track record of designing training curriculums and SOPs that translate complex technical or regulatory processes into simple, actionable agent guidance.
- Ability to balance the "human" side of CX with the "rigid" side of Compliance and Process.
- Bilingual fluency in Spanish and English is mandatory, with the ability to influence cross-functional stakeholders.
- A "scrappy" mindset—you are comfortable building from 0 to 1 and iterating as we scale.
- These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
What We Offer
- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
- Continuous learning opportunities
- Unlimited PTO
- Paid parental leave
- Empowering opportunities for growth in a dynamic entrepreneurial environment
Equal Opportunity Employer
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
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Top Skills
BigQuery
Retool
SQL
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The Company
What We Do
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, the Félix founders were selected as “Endeavour Entrepreneurs” and were recipients of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers.
