Melio CX Quality Assurance Manager 

United States, New York, New York 

289431255

(3 day in-office requirement)

Qualifications:

• 3+ years of customer service experience analyzing and solving customer problems
• 2+ years of experience as a Manager of 5+ team members
• Proficiency with G-suite, Tableau, Zendesk, Playvox, Jira

Bonus Points:

• Experience with WFM platform Assembled
• Experience working in a highly regulated company
• Previous experience working in client services, customer service roles within a tech or financial institution

A day in the life and how you’ll make an impact:

• Develop and Implement QA Programs: Design and maintain a comprehensive quality assurance program to monitor and assess the quality of customer interactions (calls, emails, chat).
• Monitor Performance: Evaluate CS and QA Agent performance by auditing interactions to ensure compliance with company policies, industry standards, and customer satisfaction goals.
• Create and Analyze Reports: Regularly produce detailed QA reports with actionable insights, presenting findings to senior management and stakeholders to drive operational improvements.
• Provide Feedback and Coaching: Work closely with CS Managers and supervisors to provide constructive feedback and coaching to CS Teams, aiming to improve performance and service delivery.
• Identify Training Needs: Collaborate with the training department to identify gaps in CS Agent performance and develop targeted training programs to address these needs.
• Develop QA Standards: Establish, review, and update quality assurance standards and best practices to align with organizational goals, customer expectations, and compliance regulations.
• Root Cause Analysis: Conduct root cause analysis on recurring quality issues and implement corrective actions to prevent future occurrences.
• Stakeholder Management: Partner with Client Services leadership to set performance targets, monitor KPIs, and recommend process improvements for operational efficiency.
• Ensure Compliance: Ensure adherence to industry regulations and standards (e.g., MTL, GDPR) and company-specific guidelines for customer interactions.
• Continuous Improvement: Lead initiatives to improve quality assurance processes, reduce errors, and enhance overall customer experience.
• Customer Feedback Integration: Work with the Voice of the Customer team to integrate customer feedback into quality improvement strategies.
• Team Leadership: Lead and mentor a team of quality assurance specialists and analysts, ensuring alignment with the overall quality vision of Client Services

About Melio USA:

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• The annual base salary range for this position is $95,000 - $105,000.
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week.
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.