Job Description

Flex, a FinTech company, seeks a Customer Support Quality Lead to oversee and enhance QA operations, driving scalability and process improvements. This role involves streamlining QA processes, analyzing performance metrics, and coordinating with BPO teams to ensure high-quality customer interactions.

Responsibilities

• Oversee and refine QA programs for internal and BPO teams
• Align internal and external QA processes
• Adapt QA programs for new communication channels
• Track and analyze BPO performance metrics
• Ensure BPO partners meet quality benchmarks
• Identify trends and performance gaps
• Generate reports summarizing findings and recommendations
• Work cross-functionally to implement process improvements
• Implement AI-driven automation to increase audit frequency
• Select and deploy a new Quality Management System (QMS)
• Ensure QA practices comply with regulatory requirements
• Champion efficiency initiatives

Requirements

• 2-3 years of QA management experience in customer support
• Ability to develop and execute QA programs
• Strong analytical and project management skills
• Experience collaborating across teams
• Understanding of regulatory compliance and quality standards
• Exceptional communication skills
• Fintech, payments, or financial services experience is preferred
• Familiarity with privacy, compliance, and regulatory requirements is a plus

Benefits

• No benefits