Who we are

Albert is a new type of financial service that uses powerful technology to simplify our customers’ personal finances. A startup with the backing of top-tier institutional investors, we have been trusted by over 2 million users to help achieve their financial goals. 

Our mission is always at the forefront: to improve the financial lives of millions of people. We strive toward this mission with a simple, yet sophisticated product, and an in-house team of financial experts – or “geniuses” – who work directly with our customers. If you are a thoughtful, talented individual with an interest in our mission, we invite you to join us on our journey. Successful candidates will have a foundational knowledge of finance and the desire to better the lives of others. 

About the role

As a QA Analyst, you’ll help support training and development initiatives at Albert. You’ll work closely with our Genius team to help develop guidelines and best practices for providing customer service and advice to our users. You’ll also help us review conversations our Genius team has with our users to ensure Albert continues to provide the best-in-class support and financial advice. When Albert needs to know what training we should focus on, where we are doing well, and what the greatest areas of improvement for our Genius team are, we’ll turn to you for the answers.

Things you're good at

• Building and monitoring company process: you can tell when something is just “off.” As the go-to person to review our Geniuses workflows and processes, you know the right way to do things like the back of your hand and can quickly identify when we’ve missed the mark.
• Reporting your findings: you’re a pro at not only identifying opportunities for improvement but also can effectively communicate with leadership about how to improve. After meeting with you, a manager knows exactly which areas to focus their attention toward in order to drive the business forward.
• Collaboration: creating documentation and training materials is a team effort at Albert. You know how to get buy-in from employees across departments at Albert to build better tools, tech and training to ensure the QA process runs smoothly and employees know how they are performing.
• Organization: overseeing QA for different departments and topics within the business? No sweat. You have spreadsheets for days, know exactly where to find each one and have created a system so that stakeholders can find access to your findings easily.

Responsibilities

• Oversee QA analysis of conversations our Geniuses have with users across text, social, and email channels. You will review conversations, providing scoring for effectiveness, accuracy, tone, etc.
• Create reporting for employees and management. You’ll use charting software internally at Albert to create reports and graphics that provide insight into how our Geniuses are performing.
• Document process and create training materials. You’ll work with the Genius team to understand best practices, create documentation, and when necessary, create training materials to help employees learn new processes at Albert.
• Collaborate with our engineering and product teams to build new internal QA tools.

Requirements

• 4-year BA or BS degree strongly recommended
• 0-2 years of experience in Quality Assurance

Benefits

• Competitive salary and equity
• Health, vision and dental insurance 
• Free lunch