Member Success QA Specialist at Dave | Powderkeg

Location: United States

Employment Type: Full Time Exempt

Team: Member Success

Dave is a banking app on a mission to build products that level the financial playing field. To date, we've helped more than 11 million customers bank, budget, avoid overdraft fees, find work, and build credit—and we're just getting started. We believe in a world where everyone has access to financial opportunity and the ability to reach their personal financial goals. With a growing suite of tools and services, we provide a superior banking experience for anyone living paycheck to paycheck.

As a virtual-first company, there is no preference on where we get our work done. You are able to live anywhere in the United States, with the exception of Hawaii.

We are seeking an experienced Quality Assurance Specialist who is passionate about impacting the customer experience and is mission-driven. The Quality Assurance Specialist will establish a feedback loop on findings and recommendations and ensure all Quality SOPs are running smoothly with our BPOs. Equally important, this candidate has excellent cross-functional abilities and strong analytical/critical thinking skills. Being a Subject Matter Expert in banking, support fundamentals, and support tools are prerequisites for a successful candidate. In addition, you will partner with the Manager of QA, key stakeholders, and our contact center(s) to calibrate audits, conduct listening sessions, and ensure process and policy adherence. Lastly, this role will present trending results to key stakeholders with insights and recommendations for agent performance, product enhancements, and process improvement.

What you'll do

  • Own and administer calibration audits for external Support QA analysts to ensure auditing alignment.
  • Manage calibration meetings on a weekly basis with our vendor quality team. This includes call listening sessions, email calibrations, and audit-the-auditor feedback.
  • Analyze Quality KPIs to determine the effectiveness of the program and make recommendations to improve workflows, member experience and products.
  • Responsible for assembling metrics and cultivating the Support QA Average, Calibration Scores, Productivity and general site performance.
  • Foster collaboration internally and with external partners to ensure all operations, processes, and outcomes are moving the program forward.
  • Identify process and operational issues and recommend improvements that complement business pillars.

What you'll need

  • Minimum 2 years of Quality Assurance experience specific to customer support and 5 years of overall customer support.
  • Excellent oral and written skills. Can simplify complex issues and create cohesive and persuasive reports.
  • Can assimilate new information quickly, handle irregular situations, and manage various responsibilities.
  • Proven ability to manage multiple projects while maintaining quality and deadlines.
  • Comfortable maneuvering cross-functionally with internal teams such as Training, Product and Fraud teams.
  • Independent judgment calls in creating projects, techniques, and evaluation criteria for obtaining results.
  • Comfortable building rapport and providing direction to the outsourced support teams.
  • Strong perspective of the customer experience and can analyze customer feedback to improve service.
  • Intermediate to advanced Microsoft Office suite, Google suite, and Customer Support Tools (CRM, Quality Tools, Learning Tools).

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans

• Insurance premiums 100% covered for you and 80% for your dependents

• Company provided Basic Life and Short-Term and Long-Term Disability plans

• Generous paid parental and caregiver leave

• Voluntary Life Insurance

• 401(k) savings plan with matching contributions

• Unlimited PTO and generous company holidays

• Company laptop and home office stipend

• Personal financial advisor

Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.


Job Summary
  • Job Title
    Member Success QA Specialist
  • Company
  • Location
    Los Angeles, CA
  • Employment Type
    Full time
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