Quality Assurance Operations
About OnePay
OnePay is the consumer fintech trusted by millions of Americans to make money better.
Our financial system is broken. High fees, low rates, and too few ways to actually grow your money. We’re fixing it. And we’re moving fast.
We’re an all-in-one financial services platform that brings together banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto in one place. We also partner with employers, HCM providers, gig platforms, and others to deliver embedded financial services to millions of employees and frontline workers.
We’re backed by Walmart, the world’s largest retailer, and Ribbit Capital, one of fintech’s most respected investors, giving us rare scale, distribution, and the opportunity to build something truly category-defining.
But what really sets OnePay apart is how we move. Our customers don’t have time to wait… and neither do we. This place moves fast, and we’re looking for people who are:
Ready to run
Hungry and driven by urgency
Exceptional at what they do, with low ego
Comfortable operating in motion
The role
Quality Assurance Specialist is part of the Agent Success team within Customer Operations. The responsibilities include developing quality standards, conducting tests and identifying issues in our customer operations.
Ultimately, you will work with a team to ensure our customer operations meet our organization’s standards across the board.
This role is responsible for:
Ensure that standards and regulations are observed
Address and discuss issues and proposed solutions with leadership of the Core Operations team and the compliance team.
Document quality assurance activities and create audit reports
Make recommendations for improvement to process and procedures
Select and prepare contacts for call listening sessions with members of our Product department
Additional duties as assigned by your manager
You bring
Proven work experience as a Quality Assurance Specialist or as management of customer service operations in the consumer finance industry
Understanding of US Banking Regulations, as well as Fraud and Disputes processing
Working knowledge of tools, methods and concepts of quality assurance. This includes knowledge of how to identify and score specialists’ performance during calls and chats with customers and review of specialists’ performance of back office procedures for fraud, transaction disputes, and complaints.
Good communication skills, both verbal and written
Working knowledge of pivot tables in spreadsheets.
Strong attention to detail
What We Offer
Competitive salary, stock options, and benefits from Day 1
Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
Hybrid work model (Bengaluru office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)
Monthly transport and work-from-home allowances
A high-growth, mission-driven, inclusive culture where your work has real impact
Standard Interview Process
Initial Interview with Talent Partner
Technical or Hiring Manager Interview
Team Interview
Executive Interview
Offer!
Equal Employment Opportunity
To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@onepay.com.