Quality Assurance Specialist
ClassWallet, a leading financial technology company in the United States, is seeking to hire a Quality Assurance Specialist to join our team.
ClassWallet is a financial technology company serving agencies delegated responsibility to manage public funds. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet’s suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $3.5 Billion to date and serves public agencies across 33 states.
The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023.
While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission compliments the Company mission-based culture with focus on gratitude and work-life balance.
About the Role
The Quality Assurance Specialist (QAS) reports directly to the Senior Director of Customer Success. This is a critical role that measures the quality of all customer/client facing interactions and ensures our rapidly growing service organization maintains a standard of excellence that sets us apart from the competition. The QAS will coordinate with leadership to facilitate the creation of an adaptable quality monitoring process that supports the entire service organization and flexes accordingly based on outcomes, feedback, new insight, leadership’s vision/expectations, and generalized optimization.
Job Responsibilities
- Ensure all customer/client facing facets of the organization are monitored
- Hold daily monitoring/observation sessions
- Document monitoring sessions & feedback loops
- Provide coaching & feedback based on monitoring observations
- Uncover and share opportunities to improve or enhance training
- Keep leadership apprised of the need for corrective action
- Administer ongoing satisfaction & NPS surveys
- Coordinate & deliver monitoring & survey feedback to leadership on a recurring basis with trend analyses, noting opportunities & recommendations for improvement
- Carry out all facets of the Quality Assurance program
Requirements
- Two years previous experience in a customer service or support role
- Exceptional attention to detail
- Strong verbal and written communication with the ability to articulate and deliver unbiased & difficult feedback clearly and professionally
- Excellent organizational and time-management skills
- Ability to meet and exceed stated target service level agreements as defined by leadership
- Problem-solving skills with the ability to analyze problems, think critically, and find effective solutions for addressing obstacles
- Demonstrated high degree of comfort escalating the need for corrective action and collaborating across the organization to achieve resolution
Preferred Qualifications
- Associate’s Degree
- Two years previous experience in a quality assurance role
- Bilingual or Multilingual (Spanish/English preferred)
We recognize that talent comes in many forms. If you meet most of the requirements above and are excited about this role, we encourage you to apply—even if you don't check every single box.
Benefits
ClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.
We offer an excellent salary and benefits commensurate with experience.
ClassWallet.com is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.