At arenaflex, we're revolutionizing the way people interact with credit, making it more honest and 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 key member of our Customer Operations team, you'll play a vital role in shaping the future of our Quality Assurance and Training Development culture.
**About arenaflex**
arenaflex is a rapidly growing fintech company that's changing the way people think about credit. We're committed to providing a world-class customer experience, and our Customer Operations team is at the forefront of this effort. With a network of external providers and internal teams, we're building a top-notch Quality Assurance and Training Development culture that's second to none.
**The Role**
As an Experienced Quality Assurance Manager, you'll lead our Quality Assurance team and programs, working closely with cross-functional partners such as Operations, Analytics, Vendor Partners, and Compliance teams. Your primary responsibility will be to ensure that our Customer Care, Fraud Operations, and Merchant Operations teams are providing the highest quality, most delightful experiences to our customers.
**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 a 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 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 to ensure adherence to compliance and improve customer experience
* Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams (which includes 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, 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
**What We Look For**
* 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 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 the 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, and respond to new information quickly
* Willing to travel (up to 25%)
**Compensation and Benefits**
* Pay Grade - K
* Equity Grade - 6
* Employees new to arenaflex typically come in at the start of the pay range. arenaflex focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills.
* Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness, and tech spending, and benefits (including 100% subsidized medical coverage, dental, and vision for you and your dependents).
* USA base pay range (CA, WA, NY, NJ, CT) per year: $140,000 - $190,000
* USA base pay range (all other U.S. states) per year: $124,000 - $174,000
**Work Environment and Culture**
* arenaflex is proud to be a remote-first company! The majority of our roles are remote, and you can work almost anywhere within the country of employment. arenaflexers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned arenaflex office. A limited number of roles remain office-based due to the nature of their job responsibilities.
* We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
+ Health care coverage - arenaflex covers all premiums for all levels of coverage for you and your dependents
+ Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
+ Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
+ ESPP - An employee stock purchase plan enabling you to buy shares of arenaflex at a discount
**How to Apply**
If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you! Apply now to join our arenaflex team and be part of a company that's changing the way people interact with credit.
By clicking "Submit Application," you acknowledge that you have read arenaflex's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
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