Customer Support Quality Assurance Lead

At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values.

Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility

Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future

Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team

Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress

Find a way - Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth-making into everyone’s hands.

Customer Support Quality Assurance (QA) Lead | Acorns

Acorns is seeking a Customer Support Quality Assurance (QA) Lead to help Acorns Support build a world-class quality assurance program. As the QA Lead, you will play a critical role in shaping the quality of our agents and happiness of our customers. The QA Lead oversees the implementation, evaluation, and overall performance of Customer Support quality assurance function. This individual's contribution to our quality program will be invaluable, driving improved contact center agent performance and providing the business with actionable insights on customer satisfaction. Ultimately, this will enhance Acorns' overall customer experience.

Your leadership will help ensure our customer support team consistently delivers outstanding service, contributing to a high-performing and knowledgeable support environment.

A successful QA Lead will combine excellent supervisory and program management skills to lead Support quality assurance functions. Additionally, they will possess the skills and qualifications of a quality analyst, including auditing, monitoring, and driving continuous improvement. The QA Sr. Analyst will join our Acorns Support team and collaborate with teams focused on training, content, continuous improvement, and quality assurance.

Acorns is a primarily remote organization. This role has the option to be remote or based in our Irvine, CA or New York, NY offices.

You are not expected to have experience with all listed requirements. If you feel passionately about Acorns' mission, vision and values, please apply.

Your responsibilities will include:

• Oversee Quality Performance: Monitor and evaluate agent performance to ensure compliance with quality standards, driving excellence in customer support interactions.

• Champion Customer Satisfaction: Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement, fostering a customer-centric culture across the organization.

• Identify Improvement Opportunities: Proactively assess support processes and workflows, recommending and implementing enhancements to optimize efficiency and effectiveness.

• Develop Quality Assurance Programs: Design and maintain comprehensive QA programs that include regular audits, agent evaluations, and performance feedback sessions to ensure continuous improvement.

• Supervise Quality Assurance Associates: Lead and mentor quality assurance associates, providing guidance and support in their development and performance evaluation.

• Collaborate with Cross-Functional Teams: Partner with training, operations, continuous improvement, and product teams to align on quality goals and drive continuous improvement initiatives.

• Facilitate Training and Development: Create and deliver targeted training sessions that enhance agent skills and knowledge, promoting a high-performance support environment.

• Implement Best Practices: Research and adopt industry best practices in quality assurance to continually elevate the customer support experience.

• Report on Quality Metrics: Prepare and present detailed reports on quality performance and customer satisfaction to leadership, highlighting achievements and areas for further development.

What you will bring to Acorns:

• 7-9+ years experience within a contact-center-based quality assurance role, preferably within the financial services and/or technology industries

• Exceptional project/program management skills. You are adept at multitasking and prioritizing projects based on deadlines, effort, and impact.