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.

• Exceptional analytical skills. You have the ability to analyze quality data to develop hypotheses for areas of improvement and propose and execute upon solutions. 

• Experience managing or supervising employees or contractors in a corporate environment

• Auditing experience. You know how to audit agents and QA associates to ensure accuracy and effectiveness.

• Excellent written communication skills. You have a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work. 

• Excellent verbal communication skills. You thrive when coaching others on a 1-1 basis and/or when presenting results within a calibration setting.

• Knowledge of key financial services and call center regulations, such as TCPA, KYC, and more

• Excitement about the Acorns mission and values and what we are building for the up-and-coming

Other preferred experience:

• Experience working in an agile environment or prior start-up/Fintech experience

• Proficiency with Google Suite and Support tools such as Amazon Connect and Salesforce

• Proficiency with Quality Management Systems

• Knowledge of third-party call centers, including key metrics and operating mechanisms 

What we offer: 

• Competitive salary and stock options

• A comprehensive benefits package to meet the needs of you and your family

• Flexible paid time off

• Numerous career possibilities that allow you to grow with Acorns

• Talented and motivated team members who care deeply about one another, our mission and our customers.

• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is a financial wellness app that helps everyday people and families save and invest money for the long term. Since 2014, Acorns has grown into a global company with multiple life-stage products serving the needs of kids, teens, adults, and parents. Named one of Time’s “World’s Best Brands of 2024,” Acorns has helped over 14 million people save & invest over $25 billion dollars, much of it from spare change and small amounts.

Compensation Information:

The pay range for this position at commencement of employment is expected to be between $117,900 and $135,000/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, equity grants, and discretionary cash bonus awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Work Authorization:

Acorns participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visitwww.e-verify.gov