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Finyard · 23 hours ago

Quality Assurance Manager in Customer Success

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Finyard is a global team passionate about technology and innovation in the FinTech space. They are seeking a Quality Assurance Specialist to monitor and improve the quality of client communication, ensuring high standards of professionalism and accuracy to enhance customer satisfaction and retention.

FinTech

Responsibilities

Quality Control of Employee Performance

Listen to and analyze calls of VIP Managers and Onboarding Specialists

Check compliance with established quality standards (tone of voice, conversation structure, needs identification, accuracy of information, and proper call closure)

Evaluate calls using a quality checklist and prepare regular reports

Identify best practices and recurring communication mistakes

Monitoring Customer Complaints

Analyze and categorize customer complaints received by the Support and VIP teams

Identify root causes (employee error, process issue, or expectation mismatch)

Prepare improvement proposals for procedures, scripts, and communication approaches

Provide weekly reports on recurring complaints and corrective actions taken

Mystery Shopper Checks

Plan and conduct “mystery shopper” tests to objectively assess service quality

Create call/interaction scenarios and evaluation criteria

Document results — highlighting strengths, weaknesses, and recommendations

Present findings to department leads and participate in follow-up training sessions

Feedback and Employee Development

Conduct one-on-one feedback sessions with managers after evaluations (call reviews, guidance, and improvement recommendations)

Work with Team Leads to organize mini-trainings on communication quality, needs identification, and objection handling

Support onboarding of new employees, explaining communication standards and best practices

Analytics and Reporting

Prepare weekly and monthly reports on service quality and team performance

Provide actionable recommendations to improve scripts, processes, and customer satisfaction based on data analysis

Qualification

Quality control experienceCall evaluationAnalytical skillsUpper-Intermediate EnglishCommunication skillsConstructive feedbackMystery shopper programsFluent RussianAttention to detail