Vestwell · 5 days ago
Specialist, Quality Assurance
King of Prussia, PA
Full-time
Hybrid
Mid Level
$70K/yr - $80K/yrVestwell is a financial technology company powering the new savings economy. They are seeking an experienced and detail-oriented Quality Assurance Specialist to elevate quality across their Employer Service teams, ensuring high standards and driving continuous improvement in client experience.
Employee BenefitsFinanceFinancial ServicesFinTechRetirement
Responsibilities
Oversee and execute QA reviews across all employer service channels—email, chat, and phone—to ensure accuracy, compliance, and alignment with Vestwell’s service standards
Conduct regular audits of client interactions, delivering clear, actionable feedback that drives measurable performance improvement
Own the training lifecycle for new and existing team members, including designing training content, building and maintaining training calendars, and coordinating with people leaders to align training with business priorities
Lead live training sessions and workshops focused on soft skills, and product/process changes for new hires and tenured associates
Facilitate shadow sessions and call/listen‑in calibrations so new hires and existing team members can observe best-in-class interactions and practice applying QA expectations in real time
Host regular office hours for new hires and the broader team, as needed, providing a dedicated forum for questions, scenario walk‑throughs, and deep dives on QA findings and trends
Assist with onboarding activities for new Employer Service team members, including systems and tools walk‑throughs and early‑tenure calibration to ensure consistency in quality and tone
Partner with service managers to evolve training materials, scorecards, and playbooks, ensuring QA insights translate into improved coaching and agent readiness
Analyze performance data and trend reports to surface systemic issues, inform root-cause analyses, and guide continuous improvement initiatives
Maintain and refine QA rubrics to ensure consistency, fairness, and scalability across onshore and offshore teams
Monitor service queues and SLAs, assisting in triage or escalation management when quality or timeliness is at risk
Collaborate cross-functionally to strengthen quality control processes, reduce friction across handoffs, and ensure a seamless, professional client experience
Uphold Vestwell’s commitment to excellence by embedding quality discipline into daily operations and reinforcing a culture of accountability and client focus
Qualification
Required
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Strong time management and organizational skills
Strong commitment to superior customer service
Positive and proactive attitude
Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, Zendesk, and Slack
Excellent attention to detail and accuracy
Demonstrated experience coaching, mentoring, or training team members (e.g., leading trainings, facilitating shadow sessions, or supporting onboarding) and comfort presenting to small groups and 1:1
Benefits
Competitive health coverage
Generous vacation offering
Great 401(k) plan
Company
Vestwell
Vestwell is the backbone of the modern savings economy; a fintech company powering savings for retirement, education, and healthcare.
Founded in 2016
201-500 employees
H1B Sponsorship
Vestwell has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (3)
2023 (5)
2022 (3)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$238.82MKey Investors
Lightspeed Venture PartnersGoldman Sachs Growth EquityF-Prime
2023-12-21Series D· $125M
2021-07-20Series C· $70M
2019-04-02Series B· $31.27M
Leadership Team
Aaron Schumm
Founder, Chairman, & CEO
David Sheen
Chief Financial Officer
Recent News
2025-12-23
Pulse 2.0
2025-12-21
Company data provided by crunchbase