Quality Assurance And Agent Performance

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, and grow their money – all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The Role

The Customer Satisfaction and Agent Quality Lead will define and execute a coherent strategy to measure and drive excellent customer service.  Working closely with Core Operations, Product and Data Engineering, this role is responsible for developing and overseeing execution of measuring customer satisfaction and the quality of our agents’ performance.  This role requires best-in-class analytical capabilities, survey methodologies and deep knowledge of financial services operations and regulations.

This role is responsible for:

• Manager of the Quality Assurance Program and Team
• Effectively measure the quality and efficiency of financial services operations
• Measuring and optimizing efficiency, customer engagement and compliance of operations.
• Leading efforts to ensure we are able to deploy and measure CSAT..
• Ensuring there are clear plans in place to meet goals, providing commentary of results, and recommending changes to plans to enhance results.
• Proactively builds relationships and works closely with cross-functional partners, and always with the customer experience in mind, to maximize the impact of measuring quality of agents’ performance and customer satisfaction.

You bring:

• 10+ years of customer service operations experience with a track-record of driving exceptional customer service..

  • Experience within financial services or fin-tech required.

• A proven ability to build and develop best-in-class QA and CSAT operations teams.

• Thorough knowledge of best practices including all forms of QA and CSAT surveys, sampling methodologies, and data analytics.

• Strong horizontal and vertical analytical skills, able to translate— data, performance, consumer, competitive, industry—into insights and action.

Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at One. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within One.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@one.app.