Customer Support Quality Assurance Lead
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About The Position
Acorns is seeking a Customer Support Quality Assurance (QA) Lead to help Acorns Support build a world-class quality assurance program. As the QA Lead, you will play a critical role in shaping the quality of our agents and happiness of our customers. The QA Lead oversees the implementation, evaluation, and overall performance of Customer Support quality assurance function. This individual's contribution to our quality program will be invaluable, driving improved contact center agent performance and providing the business with actionable insights on customer satisfaction. Ultimately, this will enhance Acorns' overall customer experience. Your leadership will help ensure our customer support team consistently delivers outstanding service, contributing to a high-performing and knowledgeable support environment. A successful QA Lead will combine excellent supervisory and program management skills to lead Support quality assurance functions. Additionally, they will possess the skills and qualifications of a quality analyst, including auditing, monitoring, and driving continuous improvement. The QA Sr. Analyst will join our Acorns Support team and collaborate with teams focused on training, content, continuous improvement, and quality assurance.
