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fintech quality assurance process improvement vendor management operational metrics📋 Description
- Own ops and business components of the BPO program: SOPs, reporting, issues, vendor mgmt.
- Lead daily ops oversight and be the primary internal contact for BPO partners.
- Partner with Product, Engineering, Finance, and Ops to align BPO with priorities.
- Build and maintain operational reporting, delivering insights and recommendations.
- Design and implement process improvements for consistency, efficiency, and quality.
- Conduct and refine QA programs with calibration, agent feedback, and reviews.
🎯 Requirements
- 3+ years in BPO Management, Business Operations, or Strategy
- Proven experience managing remote vendor teams in a high-volume environment
- Hands-on daily production oversight and operational metrics
- Ability to diagnose workflow inefficiencies and build practical solutions
- Data fluency — comfortable building dashboards, reading trends, and presenting findings
- Experience in fintech or financial services a plus
🎁 Benefits
- Health, Dental & Vision Plans
- Competitive Pay
- Matching 401k
- Unlimited PTO
- Lunch daily
- Snacks & Coffee
- Commuter benefits
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