Manager of Customer Support, MoCaFi
Quality Assurance
$93.5-140k
More information about location
Personal finance platform for underserved communities
Open for applications
Personal finance platform for underserved communities
21-100 employees
Open for applications
$93.5-140k
More information about location
21-100 employees
Company mission
To help excluded communities create wealth through better access to public, private, and social capital.
Role
Who you are
- Bachelor's degree in Business Administration or a related field or 4+ additional years of equivalent work experience
- 5+ years of experience in customer service quality assurance
- 5+ years of contact center experience
- 2+ years of experience working in financial services, specifically in Payments (ex, payment processing, acquiring, issuing, payment technology provider, etc.)
- Strong understanding of quality assurance methodologies and best practices
- Experience with call monitoring, calibration, and performance analysis
- Knowledge of automation and AI solutions for quality assurance
- Excellent analytical, communication, and problem-solving skills
- Experience with contact center operations
- Proficient in Google and Microsoft Office Suite. Familiarity with quality assessment tools
- Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents
- Ability to travel domestically up to 10% annually
What the job involves
- MoCaFi is seeking a proactive Manager, Customer Support Quality Assurance (QA), to lead the development and implementation of a comprehensive quality program for our FAA payments contract
- Utilizing observation and analysis of customer interactions, this role will drive continuous improvement in customer service and ensure consistently high customer satisfaction
- This person will identify opportunities for AI solutions to automate quality processes
- The Manager of Customer Support (QA) will report to the Director of Client Services
- Design and implement a comprehensive customer service quality program
- Conduct regular audits of vendor quality assurance teams to ensure performance standards are met
- Perform root cause analysis to identify knowledge gaps and address them through communications and Knowledge Base Articles (KBAs)
- Analyze quality performance data and identify areas for improvement
- Facilitate calibration sessions and conduct call monitoring to ensure consistent quality standards
- Update and maintain policies and procedures based on quality performance data
- Develop and deliver targeted training programs to address identified quality gaps
- Implement automation and AI solutions to enhance quality assurance processes
- Oversee post-payment activities
- Produce reports and presentations to share performance trends
- Observe, analyze, and evaluate customer interactions to provide feedback and drive improvements in customer service
- Develop strategies to improve customer experience, CSR experience, and cost efficiency
- Collaborate with Customer Service leaders to meet KPI targets
- Ensure compliance with all relevant financial services regulations
- Ensure all QA targets are met and adjusted if necessary
- Assess and monitor high call volumes and systems using the latest available technology
- Enhance tools and systems for better efficiency based on QA analysis
Our take
MoCaFi is a fintech company that is looking to promote financial inclusion by addressing the challenges faced by underserved populations. The company leverages mobile technologies, data analytics, and strategic approaches to improve financial behaviors and promote wealth-building by providing accessible, user-friendly banking tools and services, and data-driven insights.
Through its Financial Services as Infrastructure™ platform, MoCaFi collaborates with government and philanthropic organizations to offer cash assistance, mobile banking solutions, and financial programming to individuals and families across America. It has already made a significant impact in disbursing over $100M to families from marginalized communities in 15 cities across the United States.
Building upon this success, the company is focused on scaling its operations and driving further innovation in the fintech space. MoCaFi aims to expand its reach by partnering with additional municipalities, government entities, and community organizations, with the ultimate goal of reaching and helping the 110 million underserved Americans facing financial challenges.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2023
$23.5m
SERIES B
Feb 2022
$2.5m
SERIES A
Total funding: $43.3m
Company HQ
Theater District, New York, NY
Leadership
Wole Coaxum
(Founder & CEO)Previously the Head of Sales at Chase, a Managing Director at JPMorgan, and the Senior Vice President at JPMorgan Chase. Also experienced CEO/COO at Willis North America/Canada.
Salary benchmarks
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