Manager, Quality Assurance (Customer Operations)

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Requirements:

• Minimum of 5+ years in quality assurance, quality management or analytics.
• Intermediate SQL and Excel/Google Sheets skills.
• Prior experience in financial services or fintech is a plus.
• Strong understanding of QA principles and tools.
• Experience in building and managing quality programs.
• Exceptional organizational skills with multitasking ability.
• Customer-centric approach with attention to detail.
• Ability to thrive in a fast-paced, changing environment.
• Excellent interpersonal skills and relationship-building.

Responsibilities:

• Provide strategic direction and program oversight to QA Leads, team members and vendor partners.
• Drive quality assurance expansion across the portfolio of work.
• Plan and prioritize projects, timelines, and resources.
• Oversee quality standards for external vendor partners.
• Develop quality monitoring data to address performance gaps.
• Identify programmatic deficiencies and recommend corrective actions.
• Develop action plans to enhance operational performance.
• Leverage presentation skills to drive improvements.
• Provide regular quality reports to senior leadership.
• Continually improve the Quality Assurance Program.
• Identify insights for process and training improvements.
• Manage the Quality Assurance Tool system.