Vendor Jobs

About The Position

Requirements

• Program design expertise: Experience designing scalable QA frameworks, audit programs, and calibration approaches that support long-term decision making.
• Strong analytical fluency: Proficient at independently exploring datasets, writing queries, and building dashboards or analyses with analytics/BI tooling to surface prioritizable insights.
• Systems thinking: Ability to connect quality signals across processes, tools, vendors, and functions to surface patterns and drive systemic fixes.
• Audit & calibration depth: Demonstrated experience creating scorecards, running calibration programs, and maintaining scoring integrity across internal and vendor auditors.
• Influence without authority: Proven success influencing product, operations, and impacted stakeholders to prioritize and implement fixes.
• Strategic communication: Ability to clearly articulate findings in operational, technical, and customer-centric terms to peers and stakeholders.
• Operational depth: Familiarity with servicing operations, vendor QA models, third-party dependencies, and compliance considerations.
• Customer-centric lens: A bias for solutions that measurably improve customer outcomes (CSAT, recontacts, resolved issues).
• 5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment.
• Demonstrated ownership of QA or controls programs with measurable impact on process, product, or customer outcomes.
• Strong data skills, including dashboard/reporting development experience.
• Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance.
• Exceptional communication and stakeholder engagement skills.
• Experience in financial services or fintech.

Nice To Haves

• Prior vendor QA management and calibration program ownership.
• Experience with automation-enabled QA tools (e.g., conversational AI outputs) and integrating automated signals into QA workflows.

Responsibilities

• Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy.
• Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities.
• Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.
• Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time.
• Lead calibration and scoring integrity efforts across vendor and internal auditors.
• Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption.
• Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
• Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions.
• Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions.
• Coach and mentor vendor support staff.
• Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.

Benefits

• Monthly stipends for health, wellness and tech spending
• 100% subsidized medical coverage
• Dental and vision for you and your dependents
• Equity rewards
• Competitive vacation and holiday schedules
• Employee stock purchase plan (ESPP)