Rain

Customer Experience Quality Assurance Lead

Rain

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $75,000 - $100,000 per year

Job Level

Senior

Tech Stack

Tableau

About the role

  • Design the QA framework: Develop internal quality standards and scoring rubrics for calls, emails, chats and other support channels; set up calibration sessions to ensure consistency across reviewers.
  • Evaluate support interactions: Perform regular reviews of agent interactions against established standards, documenting observations and assessing adherence to regulatory and tone guidelines.
  • Provide constructive feedback: Deliver actionable coaching to agents, discuss performance trends in one-on-one or group sessions, and partner with team leads on coaching plans.
  • Analyze CX metrics: Track and analyze customer-service KPIs (e.g., CSAT, FRT, QA scores) to identify patterns and opportunities for improvement.
  • Leverage data to drive insights: Collect, analyze, and interpret quality-related data (e.g., QA scores, CSAT trends, contact drivers, error rates). Identify root causes of issues, quantify impact, and present actionable insights to leadership.
  • Develop training and onboarding: Identify knowledge gaps and collaborate with Training and Ops teams to create targeted training and onboarding programs.
  • Report on quality trends: Produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership and recommend improvements.
  • Implement QA tooling: Evaluate and implement technology to streamline the QA process.
  • Champion customer experience: Work cross-functionally with Product, Operations and Compliance to ensure that customer-service standards align with company policies and voice; help embed a culture of quality within the CX organization.

Requirements

  • 3–5 years of experience in customer support, quality assurance or related roles
  • Experience in fintech or regulated environments is a plus
  • Demonstrated ability to create and enforce quality standards and develop QA programs
  • Strong analytical skills and familiarity with support KPIs; ability to turn data insights into actionable recommendations
  • Proven ability to work with data sets, build dashboards or reports, and communicate insights; experience with BI tools (e.g., Looker, Tableau, Power BI) is a plus
  • Excellent communication and coaching skills; comfortable delivering constructive feedback
  • Organized and detail-oriented; able to prioritize multiple tasks and manage deadlines
  • Experience implementing or administering QA tools and CRM systems; familiarity with Zendesk, Intercom or similar platforms
  • Collaborative mindset and ability to work with remote, cross-functional teams
  • Located in NYC and able to work regularly from our SoHo office.