Experienced Quality Assurance Manager – Customer Operations and Experience Enhancement Leader at arenaflex

Introduction to arenaflex and the Industry

arenaflex is revolutionizing the way credit works, making it more transparent and customer-friendly. Our mission is to provide consumers with the flexibility to buy now and pay later without any hidden fees or compounding interest. As a leader in the fintech space, we are committed to delivering exceptional customer experiences and continually improving our operations to meet the evolving needs of our customers.

The Customer Operations team at arenaflex is growing rapidly, and we are seeking an experienced Quality Assurance Manager to lead our Quality Assurance team and programs. This is an exciting opportunity to join a dynamic team and contribute to the development of a top-rate Quality Assurance and Training and Development culture that can keep up with our rapid growth.

Job Overview

The Quality Assurance (QA) team at arenaflex sits within Shared Services and is responsible for ensuring that our Customer Care, Fraud Operations, and Merchant Operations teams are providing the highest quality, most delightful experiences to our customers. As a key member and leader of our Quality Assurance team and programs, you will work with cross-functional partners such as Operations, Analytics, Vendor Partners, and our Compliance teams to ensure our Agents are providing a great overall customer experience and to develop and lead programmatic improvements.

Key Responsibilities

• Provide strategic direction and program oversight to QA Leads, Team members, and vendor partners in a hyper-growth environment
• Drive quality assurance expansion and diversification efforts across our portfolio of work
• Drive planning and prioritization of projects, timelines, and resource allocation
• Oversee the delivery of quality standards and expectations to our external vendor partners
• Develop and leverage quality monitoring data to monitor the overall health of the program and to address key signals of performance gaps and risk mitigation
• Identify programmatic and performance deficiencies, recommend corrective actions, and drive to completion
• Develop action plans to reduce or eliminate root cause issues and improve operational performance
• Leverage strong presentation and communication skills to lead conversations, both written and verbal, at all levels of the organization, both internally and externally, to drive improvements across all QA metrics
• Provide regular quality reports and trend analysis to senior leadership and make recommendations that will ensure adherence to compliance and improve customer experience
• Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams, including creating standardized processes and workflows, QA frameworks and guidelines, revamping QA Scorecards, etc.
• Identify actionable insights and collaborate with the Product, Process, and Training Teams in recommending opportunities for improvements
• Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly, and quarterly)
• Manage and maintain the Quality Assurance Tool system of record and associated reports and outputs
• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of team members, and creating an environment where people can excel through accountability, encouragement, and empowerment
• Keep ahead of industry developments and apply best practices to areas of improvement

Essential Qualifications

• A minimum of 5+ years of progressive experience within people management or people leadership positions in the field of quality assurance, quality management, or analytics
• Intermediate SQL and Excel/Google Sheets skills for data analysis and reporting
• Prior experience working in the financial services, fintech space, or complex operational or customer support role is a plus
• Strong understanding of QA principles, tools, and best practices in embedding quality management in an organization
• Experience building, scaling, and managing quality programs in a high-growth and complex organization
• Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines
• Customer-centric with a passion for delivering the best customer experience with exceptional attention to detail, problem-solving skills, and ability to apply sound judgment
• Thrives in a fast-paced environment with constant change and a rapidly growing team
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization
• Ability to work in a team environment, adapt to changing workload and circumstances effectively, as well as respond to new information quickly
• Willing to travel (up to 25%)

Preferred Qualifications

• Experience working in a remote-first company or a similar environment
• Familiarity with industry-specific regulations and compliance requirements
• Knowledge of quality management frameworks and methodologies, such as Six Sigma or Lean
• Experience with data analysis and reporting tools, such as Tableau or Power BI
• Strong understanding of customer experience principles and practices

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Quality Assurance Manager, you will have the chance to work on complex projects, develop your skills and expertise, and contribute to the development of our Quality Assurance team and programs. You will also have access to training and development opportunities, including workshops, conferences, and online courses, to help you stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

arenaflex is a remote-first company, and we pride ourselves on our flexible and dynamic work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a culture that is inclusive, supportive, and empowering. We believe in providing our employees with the autonomy to work independently, while also fostering a sense of community and collaboration. As a Quality Assurance Manager, you will be part of a talented and dedicated team that is passionate about making a difference in the lives of our customers.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package that includes a base salary, equity rewards, and a range of benefits, including health care coverage, flexible spending wallets, and time off. We also provide our employees with opportunities for professional growth and development, including training and development programs, mentorship, and career advancement opportunities. As a Quality Assurance Manager, you can expect a salary range of $124,000 - $174,000 per year, depending on your location and experience.

Conclusion

If you are a motivated and experienced Quality Assurance professional looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Quality Assurance Manager, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and expertise in a dynamic and supportive environment. Don't miss out on this opportunity to join a talented and dedicated team that is passionate about delivering exceptional customer experiences. Apply now to become a part of the arenaflex team and help us revolutionize the way credit works!