Point is a technology and design company that transforms everyday spending into a delightful and rewarding experience. We’re re-thinking the payment experience with an emphasis on transparency, delight, and personalization.

With the best benefits of both debit and credit, Point Card earns you points on every purchase redeemable for instant cash-back. Point App works side by side with Point Card to create an elegant, easy-to-use experience.

We recently closed our $46.5 million Series B funding round. To learn more, see TechCrunch's coverage here.

Backed by top investors like Peter Thiel (Valar Ventures) and Y Combinator, we’re well-funded and ready to make a positive impact on people’s daily lives.

We’re looking for a Quality Assurance Supervisor to join our specialized team. We have the vision and resources, and need your talent and skills.

About The Role:

We are looking for an experienced Quality Assurance Supervisor to join our Member Support team. This role would be responsible for building the Member Support Quality Assurance processes and team, reporting to the Support Operation Lead. In this role, you will work with business-process leaders, subject-matter experts, and the larger Point team to develop our QA program. As being the first member of the QA team, you will also conduct regular weekly QA reviews of the front line staff. You will refine and further develop key metrics to measure the Quality impact, while working closely with teams across the Member Support organization.

Role & Responsibilities:

    • Quality Management and Performance Results
      • Support with weekly and monthly performance reporting and insights on trends.
      • Identify and support automation opportunities in existing QA efforts for scalability and growth.
      • Conduct QA calibrations with Quality Team and Member Support leadership to share insights and trends which if implemented will enhance the customer experience.
      • Comply with all guidelines, policies, and procedures to assure sensitive or confidential information is protected in accordance with the rules and regulations.
      • Bridge knowledge gaps, build awareness of available resources, and work with leadership to create individualized goals for continuous improvement, to deliver outstanding service that drives high customer satisfaction while avoiding business risks.
      • Report and suggest improvements to existing systems and processes to drive quality and efficiency, and enhance the customer experience
      • Interact with various stakeholders to establish feedback monitoring and identify trends and opportunities to improve on service quality
    • Quality Assurance Specialist Supervision
      • Train Quality Specialist(s) to monitor all types of customer contacts, assess agent’s performance and deliver insights on quality trends
      • Monitor and assist Specialist’s with calibrations, evaluations, performance, and growth opportunities
      • Utilize varying coaching techniques and methodologies to motivate constant improvement in QA Specialist
      • Provide productive and constructive written feedback to individuals regarding interactions reviewed.
      • Build Member Support coaching material and conduct coaching sessions 
    • Additional duties as assigned

Requirements:

    • Prior work experience in Financial, Fintech or Banking organizations is a strong plus.
    • A Bachelor’s Degree from an accredited university.
    • Excellent written and verbal communication skills; must be able to speak effectively before groups of employees of organization. 
    • 5+ years of related professional experience and/or training, or equivalent combination of education and experience in a Contact Center Quality assurance leadership role.
    • Experience in building a Contact Center Quality Assurance program.
    • Strong customer service skills, approachable and motivated with a strong work ethic and high degree of integrity.
    • Strong analytical skills and ability to create reports and visuals of team performance. 
    • You’re available to work irregular hours including holidays, nights, and weekends.
    • You’re a resourceful learner and a natural teacher. You’re naturally curious and love the art of “asking the better question” that reveals the actual need. You enjoy flexing your resourcefulness by testing ideas and finding answers. You’re gifted at reducing complex information into simple explanations.
    • Participate in activities designed to improve customer satisfaction and business performance.
    • Work closely with the larger Member Support team and subject-matter experts to deliver optimal performance at the front line level.
    • Identify trends and deep dive into team data to improve performance and create accountability / visibility across the team. 
    • A passionate and customer-oriented mind-set and drive to deliver on service excellence
    • Excellent Microsoft Word, PowerPoint, and Excel skills; experience with desktop publishing software such as Adobe InDesign preferred.
    • Familiarity with SalesForce, ZenDesk and other CRM’s tools.
    • Experience with HTML and CSS / web design.
    • Experience (or strong interest) in working in a fast-paced startup environment.
    • At ease with ambiguity.

Bonus Points:

  • Strong interest and experience in the financial services sector.

Point Perks:

  • Join a fast-growing brand that is building thoughtful spending products.
  • Competitive salary, stock options, and 401K.
  • Full health benefits (medical, dental, and vision insurance).
  • Unlimited vacation policy, paid company holidays, and WFH flexible. We shut down the office at the end of the year for a winter holiday.
  • Free Point Card membership + 10,000 ($100) monthly points.
  • Monthly stipends on your Point Card to use for lunch, commuting, and other essentials.

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