Dave is a banking app on a mission to create financial opportunity that advances America’s collective potential. Dave's financial tools, including its debit card and spending account, help its more than 10 million customers bank, budget, avoid overdraft fees, find work and build credit. 

Dave is a virtual-first company, which means there is no preference on where team members get their work done. Employees are able to live anywhere in the United States, with the only exception of Hawaii for now. For those who want to work in an office setting on a more regular basis, we will eventually open offices in Los Angeles and San Francisco.

Dave is backed by Mark Cuban, Norwest Venture Partners, Section 32, and Financial Venture Studios, among many others and just announced our plans to go public by the end of 2021.

Team Overview

We are looking for someone eager to help shape and build the future corporate Quality Assurance team for Member Success. This person will build a team that will work with our contact center(s) and internal corporate team to conduct quality audits and assessments to ensure policy adherence and Dave standards are met. Additionally, this role will present trending results to key stakeholders with recommendations for agent performance as well as process improvement.

What You'll Do:

• Manages a team of analysts including conducting training, managing performance and giving feedback as needed to ensure that team standards are met
• Direct quality initiatives by requiring adherence to quality assurance policies and procedures; developing and recommending new models; implementing changes
• Communicate concerns, trends and/or issues based on information acquired through ticket audits and call listening
• Continually audit and revise quality assurance score forms to maintain and develop internal support and member success quality standards
• Develops and implements strategies the team will use to reach its goals
• Lead weekly calibration meetings to ensure that teams are aligned and compliant with company’s SOPs & policies and present new SOPs & policies when necessary
• Partner with Vendor Operations and BPO counterparts to continuously drive process improvement

What You'll Need:

• 7+ years in customer support
• 5+ years in quality assurance; evaluating and developing scorecards
• Previous BPO experience required 
• Previous direct people management experience, and managing multi geo BPO QA teams
• Experience in analyzing data, identifying trends, and influencing decisions on recommended strategies to remedy issues
• Drive continuous improvement of core processes to ensure quality is maintained while efficiency is optimized
• Ability to produce, track, and display data in a digestible way
• Excellent written and verbal communication skills and ability to adapt tone to the company brand
• Comfortable working in a dynamic environment that requires adaptability
• Critical thinking and problem-solving skills
• Knowledge of omni channel support, money movement, and compliance

Benefits & Perks 

• Premium Medical, Dental, and Vision Insurance plans

• Insurance premiums 100% covered for you and 80% for your dependents

• Company provided Basic Life and Short-Term Disability plans

• Competitive salary and equity compensation packages

• Voluntary Life Insurance and Long-Term Disability plans

• 401(k) savings plan with matching contributions

• Healthcare and Dependent Care Flexible Spending Accounts (FSA)

• Generous and flexible PTO

• Flexible work hours

• Generous paid parental leave

• A collaborative environment with opportunities for learning and growth

• Virtual social events

Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.

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