Customer Support Quality Assurance Lead

Acorns; United States; Remote; USD 117,000 - 135,000; Full time

Job summary

An innovative firm is seeking a Customer Support Quality Assurance Lead to develop a world-class QA program. This role emphasizes enhancing customer satisfaction through effective monitoring and evaluation of support agents. You'll lead a team dedicated to continuous improvement, collaborating across functions to implement best practices. With a commitment to financial wellness, this position offers a competitive salary and the opportunity to make a meaningful impact in a supportive environment. If you have a passion for quality assurance and customer service, this role is perfect for you.

Benefits

Stock Options

Comprehensive Benefits

Flexible PTO

Career Growth Opportunities

Qualifications

• 7-9+ years in contact center QA, preferably in financial services or tech.
• Strong project and program management skills.
• Experience managing or supervising staff.

Responsibilities

• Monitor and evaluate agent interactions for quality standards.
• Use feedback and metrics to identify and act on improvement areas.
• Design audits, evaluations, and feedback systems for continuous improvement.

Skills

Project Management

Analytical Skills

Auditing Expertise

Communication Skills

Supervisory Skills

Tools

Google Suite

Salesforce

Amazon Connect

QMS

Job description

Join to apply for the Customer Support Quality Assurance Lead role at Acorns.

At Acorns, our mission is to look after the financial best interests of the up-and-coming, starting with micro-investing. Our core values include:

1. Lead With Heart - Inspire with compassion, integrity, and tenacity.
2. Make Bold Decisions - Be optimistic, adventurous, and courageous.
3. Always Build Trust - Be honest, reliable, and collaborative.
4. Never Stop Growing - Embrace change and pursue progress relentlessly.
5. Find a way - Be resourceful and persistent to make things happen.

Join us and help deliver financial wellness for families, empowering everyone with the tools of wealth-building.

Customer Support Quality Assurance (QA) Lead | Acorns

We are seeking a Customer Support Quality Assurance (QA) Lead to develop a world-class QA program. You will oversee the evaluation and performance of our customer support agents, driving improvements in contact center performance and customer satisfaction. Your leadership will ensure our support team provides outstanding service, fostering a high-performing, knowledgeable environment.

The ideal candidate will possess supervisory and program management skills, along with experience in auditing, monitoring, and continuous improvement. You will collaborate with training, content, and quality teams to enhance our support quality.

This role is primarily remote, with options to work from our Irvine, CA, or New York, NY offices. Candidates are not expected to have all listed qualifications but should be passionate about our mission and values.

Your Responsibilities

• Oversee Quality Performance: Monitor and evaluate agent interactions for quality standards.
• Champion Customer Satisfaction: Use feedback and metrics to identify and act on improvement areas.
• Identify Improvement Opportunities: Assess workflows and support processes for enhancements.
• Develop QA Programs: Design audits, evaluations, and feedback systems for continuous improvement.
• Supervise QA Associates: Lead and mentor team members.
• Collaborate Cross-Functionally: Work with training, operations, and product teams.
• Facilitate Training: Create sessions to improve agent skills and knowledge.
• Implement Best Practices: Adopt industry standards to elevate support quality.
• Report Metrics: Present performance and satisfaction data to leadership.

Qualifications

• 7-9+ years in contact center QA, preferably in financial services or tech.
• Strong project and program management skills.
• Analytical skills for data-driven improvement.
• Experience managing or supervising staff.
• Auditing expertise.
• Excellent written and verbal communication skills.
• Knowledge of financial regulations like TCPA, KYC.

Preferred Experience

• Experience in Agile or startup environments.
• Proficiency with Google Suite, Amazon Connect, Salesforce, and QMS.

What We Offer

• Competitive salary and stock options.
• Comprehensive benefits and flexible PTO.
• Career growth opportunities.
• Supportive team committed to our mission.

About Acorns

Acorns is a financial wellness app helping people save and invest. Since 2014, we've grown to serve over 14 million users, managing over $25 billion in assets. Recognized as one of Time’s “World’s Best Brands of 2024,” we aim to make wealth-building accessible for all.

Compensation & Benefits

The starting salary range is $117,900–$135,000/year, with potential bonuses, equity, and benefits. Compensation may vary based on experience, location, and other factors. We participate in E-Verify to confirm employment eligibility.