Neu Money, Inc. is seeking a Quality Assurance Analyst to help ensure the quality and compliance of

customer interactions across all support and collections channels. The QA Analyst will be instrumental in

upholding Neu Money, Inc.'s high standards of care for its customers, validating that every interaction is

conducted with empathy, accuracy, and adherence to regulatory requirements. We don't see our

customers as just a number, we instead see them, validate them, and value them as the excellent humans

that they are. If that sounds like a mission you want to be a part of, continue reading below!

This role will report to the Head of Customer Support & Compliance and key responsibilities include

monitoring and scoring customer interactions, identifying and documenting compliance issues and

process gaps, and driving continuous improvement in quality and performance.

Additionally, you will be required to regularly analyze and report on quality assurance metrics, policy

adherence, and complex escalation trends.

Responsibilities:

The primary responsibilities for this position are as follows:

● Conduct daily Quality Assurance evaluations and scoring of customer interactions (calls, emails,

chat) across the customer support and collections teams against established quality scorecards

and standards.

● Monitor and evaluate agents’ adherence to regulatory requirements, internal policies, and

established service level agreements (SLAs).

● Identify trends in process gaps, knowledge deficiencies, and potential compliance risks

discovered during quality evaluations.

● Prepare and deliver weekly and monthly Quality Assurance reports, including analysis of contact

drivers and key performance indicators, to the Head of Customer Support & Compliance and

leadership team.

● Collaborate with the Customer Support Manager to provide actionable feedback and support for

coaching sessions with support team members.

● Regularly review and update Quality Assurance evaluation forms, coaching templates, and

monitoring procedures to ensure effectiveness.

● Identify and document complex inquiries requiring escalated action/review (i.e. death of account

holder, personal information change, fraud, violation of terms of service, blocked card/account,

potential complaints, etc.) to ensure proper handling/escalation by agents.

● Assist with identifying necessary revisions for training materials, knowledgebase articles, and

communication templates (macros) based on QA findings.

● Assist with completing quality assurance scorecards and downloading interactions each month

for submission to the partner bank.

● Participate in weekly leadership and compliance meetings to discuss QA findings and

performance.

● Assist with any other projects and responsibilities as assigned.

Skills & Requirements

The individual hired for this role will possess the following qualifications:

● Excellent command of the English language.

● Remote work experience required with reference checks required.

● A minimum of 3 years of recent experience in call center quality assurance, call monitoring, or

compliance review within a customer support or collections environment.

● Previous experience using customer support helpdesk/QA tools such as Freshdesk, Helpshift,

Intercom, Zendesk, etc., specifically for interaction monitoring and scoring.

● Outstanding analytical, interpersonal, and communication abilities.

● Strong sense of empathy, kindness, and patience while also able to politely stand firm when

necessary.

● Comfortable with the ambiguity of a startup environment (each day is different).

● Ability to handle stressful situations.

● Problem solver.

● Flexibility to manage multiple tasks & projects simultaneously.

● Willingness to learn and become a product expert.

● Able to identify and propose solutions for improvements, gaps, etc.

● Open to regular feedback and growth opportunities.

● Startup/FinTech experience is a major plus!

Location & Hours

This is a full-time remote role. You must have a stable internet connection and dedicated/quiet

workspace to work in. You’ll also be required to appear on camera for some meetings/calls as needed.

The hours for this role are 10:00 AM - 7:00 PM EST (U.S.).