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Quality Assurance Specialist II

17 minutes ago
United States
Full-time
Senior
Manual QA Tester
Quality Assurance and Testing
SQL
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Diversified Financial Services
1K-5K
Founded 2012
View All Jobs 176

Description

  • Design and own the QA program for the assigned area, including sampling, coverage, audit cadence, and scoring methodology.
  • Build feedback loops using audit results, interaction transcripts, and automation outputs to identify systemic quality issues and remediation opportunities.
  • Translate QA findings into data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.
  • Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress.
  • Lead calibration and scoring integrity efforts across vendor and internal auditors.
  • Create and maintain SOPs, scorecards, and playbooks, including version control, distribution, and frontline adoption.
  • Investigate recurring failures, perform root-cause analyses, and track remediation plans and their impact on agent outcomes and customer experience.
  • Act as a strategic partner in cross-functional forums to embed QA into roadmap and process decisions.
  • Drive vendor QA performance through coaching, calibration testing, remediation, and escalation in partnership with Vendor Management.
  • Coach and mentor vendor support staff and help reinforce a culture of continuous improvement.

Requirements

  • 5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment.
  • Experience designing scalable QA frameworks, audit programs, and calibration approaches.
  • Strong data skills, including dashboard and reporting development experience.
  • Ability to independently explore datasets, write queries, and build analyses using analytics or BI tools.
  • Demonstrated experience creating scorecards and running calibration programs.
  • Proven success influencing product, operations, and other stakeholders without direct authority.
  • Strong communication skills with the ability to explain findings in operational, technical, and customer-centric terms.
  • Familiarity with servicing operations, vendor QA models, third-party dependencies, and compliance considerations.
  • Experience in financial services or fintech.
  • Preferred: prior vendor QA management and calibration program ownership.
  • Preferred: experience with automation-enabled QA tools, including conversational AI outputs, and integrating automated signals into QA workflows.

Benefits

  • Base pay range of $60,000-$80,000 per year in CA, WA, NY, NJ, and CT, or $53,000-$73,000 per year in other U.S. states.
  • Equity rewards as part of total compensation.
  • Monthly stipends for health, wellness, and tech spending.
  • 100% subsidized medical coverage for employees and dependents.
  • Dental and vision coverage for employees and dependents.
  • Remote-first work with the ability to work almost anywhere within the country of employment.
  • Flexible Spending Wallets for technology, food, lifestyle needs, and family-forming expenses.
  • Competitive vacation and holiday time off.
  • Employee stock purchase plan with discounted shares.

Interested in this position?

Apply directly on the company website

Apply Now

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