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Chime // digital debit card
Chicago Office    Posted: Thursday, February 25, 2021
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About the role

The Quality Analyst (QA) will support the day to day activities of audit the auditor & new-hire certification of the Quality program. The Analyst will report to the Senior Manager of Quality Operations & will help ensure the highest level of accuracy & effectiveness of our third-party quality auditors. The analysis, business case development & reporting of quality monitoring along with making sure all assigned duties are completed by the deadline are the primary responsibilities of this Analyst. 

In this role, you can expect to

  • Complete the prescribed sample size for audit the auditor (ATA) monitoring & identify the root cause of audit defects (errors) in line with agreed targets
  • Provide day to day support to the third party quality auditors 
  • Lead QA Talks during agent training
  • Lead & facilitate calibration sessions with Internal & vendor teams to drive consistent transaction monitoring & root cause analysis across the network, measure & drive adherence to our standards.
  • Prepare variance reports (QA/site/program level) from calibration sessions
  • Collect, analyze & make recommendations to drive positive change from ATA roundtables at internal & partner sites.
  • Demonstrate mastery of MS policies, procedures, & workflows; train updates in a timely manner to quality teams.

To thrive in this role, you have

  • 2-4 years of contact center customer service
  • Customer Service Quality Assurance experience in the customer service space, 1 year required
  • Vendor management experience, a plus
  • Working knowledge of customer service assessment tools a plus, i.e. CSAT, QA Tools, (Medallia, Qualtrics, Stella Connect, NICE, Verint, Calabrio, Playvox)
  • Working knowledge of google suite, including sheets

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees & helping people grow their savings automatically, weve empowered millions of Americans to take control of their finances. 

Chime is the largest & fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, & more!

We've built one of the most experienced leadership teams in Fintech & were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, & others. 

What we offer

  • Competitive salary based on experience
  • 401k match plus the usual medical, dental, vision, life, & disability benefits
  •   Quarterly stipend to spruce up your home office 
  • Generous vacation policy & company-wide Take Care of Yourself Days 
  •   Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., & delicious snack boxes, too!
  •   A challenging & fulfilling opportunity to join one of the most experienced teams in FinTech & help create a completely new kind of banking service

We know that great work comes from great, & inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, & ideas. We believe this gives us a competitive advantage to better serve our members & helps us all grow as Chimers & individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, & any other status. Chime is proud to be an Equal Opportunity Employer & will consider qualified applicants with criminal histories in a manner consistent with the Cook County Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects & uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

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