Quality Assurance (QA) - Team Lead

What Is MyBambu?

MyBambu is a financial institution delivering the first all-in-one mobile digital banking solution targeting the Hispanic unbanked and underbanked population. The mission of MyBambu is to promote financial inclusion to the unbanked and underbanked by providing an array of financial solutions delivered via mobile devices. We give an overlooked audience a convenient, safe, and cost-effective way of managing their finances. MyBambu’s objective is to promote financial literacy and access to unbanked/underbanked individuals, who have previously been left behind. In 2020, we were honored to be recognized as FIS’s Impact Award winner for innovation in the next frontier of the Modern Banking Platform.
We’ve fostered a company culture that empowers people to do the most defining work in their career offering an environment that’s made up of a passionate and goal-oriented team.

MyBambu participates in E-verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire’s Form I-9 to confirm work authorization.  Find out more information: E-Verify Participation Poster or Right to Work Poster.

Your Opportunity:

This is a full-time, in person position reporting to the Chief Compliance Office. As a QA Team Lead you
be responsible for in managing the evaluation of agent calls and case work to ensure high-quality support, compliance, and operational excellence. This role will lead a team of QA Specialist and collaborate closely with training, compliance, and customer care teams to improve service delivery and uphold regulatory standards. 

Job Responsibilities:

• Supervise the daily activities of the QA team, including monitoring, auditing, and reporting on call and case work quality.
• Develop and refine quality scorecards, call scripts, and case evaluation criteria tailored to compliance and customer service standards.
• Perform regular reviews of calls, chats, and back-office case resolutions to ensure adherence to policy, regulatory standards, and customer satisfaction goals.
• Analyze QA data and trends to identify opportunities for agent coaching, training, and process improvements.
• Collaborate with Training, Compliance, Tech and Customer Care teams to provide actionable feedback and align on quality expectations.
• Lead calibration sessions to ensure consistency and fairness in QA evaluations across the team.
• Provide timely coaching and feedback to QA staff and frontline agents to promote performance improvement and customer-centric service.
• Support internal audits and maintain documentation to ensure quality assurance records are audit ready.
• Assist in the development and implementation of new quality control initiatives and tools.

Skill and Abilities:

• Strong knowledge of QA methodologies, customer support evaluation, and case work review.
• Familiarity with digital banking, fintech environments, and related regulatory standards (e.g., KYC, UDAAP, EFTA).
• Proficiency in QA and CRM tools such as Salesforce, SharePoint or similar platforms.
• Excellent analytical skills with the ability to spot trends, conduct root cause analysis, and generate actionable insights.
• Strong verbal and written communication skills, capable of delivering clear and constructive feedback.
• Demonstrated leadership skills, with experience mentoring or managing team members.
• High attention to detail and commitment to maintaining data accuracy and audit readiness.
• Comfortable in fast-paced, evolving environments and adaptable to change.

Job Requirements:

• Bilingual in English and Spanish.
• Bachelor’s degree in business, Finance, Operations, or a related field (or equivalent experience).
• Three or more years of experience in a quality assurance role, with at least 1 year in a leadership or supervisory capacity.
• Experience in a fintech, neobank, or regulated financial services environment is strongly preferred.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Bambu Benefits:

• Excellent medical coverage.
• Fifteen (15) days of Paid Time Off.
• Seven (7) days of Paid Holidays.
• Our small family corporate culture.