Senior Quality Program Manager

About the role

We are hiring for a Senior Quality Program Manager on our Quality Programs team. In this role, you’ll lead the charge on Disputes QA—owning the scorecard and making sure audits are accurate. You’ll work with BPO teams and use data to deliver insights that help stakeholders make better decisions.

The base salary offered for this role and level of experience will begin at $130,050 and up to $180,600. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to 

• Own the overall success of the quality program related to dispute handling at Chime.   
• Implement QA scorecards and metrics in line with industry best practices (e.g., COPC, Lean Six Sigma) to drive performance.
• Provide reporting, analysis and insights on QA operational performance and outcomes.
• Identify opportunities to improve  and simplify the dispute quality program, including automation recommendations. 
• Drive calibration and consistency: Support or lead calibration sessions to ensure audit accuracy across BPO and internal teams.
• Generate actionable insights: Translate audit findings into recommendations that improve processes, reduce error rates, or enhance member experience.
• Bring a QA perspective to the larger cross functional organization, ensuring quality is an integral part of our continuous improvement framework at OMX.
• Regularly represent performance and insights to executive leadership to tell the story of quality improvement. 
• Collaborate with key stakeholders across Chime to deliver meaningful insights and drive continuous improvement.  

To thrive in this role, you have

• Used Quality Management Systems to ensure audit workload, audit accuracy, and calibration with SOPs.
• Knowledge of regulatory requirements for Dispute handling (Reg E, Z, UDAAP, etc.)
• Experience with dispute operations or dispute QA.
• Experience using speech analytics platforms and understanding of behaviors that drive great interactions with our Members.
• Successful history of fixing business problems through influence. 
• Comfort in working in a fast growing, global contact center environment .
• Proven experience and success in designing and implementing multi-channel QA scorecards.
• A track record of delivering data-focused continuous improvement, Lean Six Sigma experience a plus.

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remot