Client Support Quality Assurance Analyst

| Greater NYC Area
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About Us:

DailyPay is one of the fastest growing NYC based tech companies that is on a unique mission to empower America’s workforce to take control of their financial lives by disrupting archaic payroll processes and their consequences. Through rich and seamless partnerships with our clients, we have become the pioneers in providing employees real-time access to earned wages daily - across all industries - so employees can pay bills on time and avoid late fees and payday loans.

Our mission is made possible by DailyPay’s most important asset, our people. We come together through collaboration and ambition in a team-driven culture. As a result of the success we’ve seen, we are going through huge growth and are constantly looking for exceptional talent to join us. You will learn, grow, and take things on and make them your own. We can’t wait for you to join us in our journey - apply now!

Responsibilities:

  • Review daily queues of tickets from our client support teams and score them based on a set of criteria.
  • Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary amount of daily tickets.
  • Learn, utilize, and multitask across a variety of tools to view account information, research and review policies while evaluating tickets.
  • Communicate effectively with internal leadership to identify client pain points and propose solutions to policy, client experience, or other areas for improvement.
  • Capture client insights to then work with our product team to improve the Client Interface and Client Experience 
  • Liaise with our offsite support agents on a range of client topics as the point of escalation
  • Investigate individual client cases and account details
  • Become a subject matter expert on each of DailyPay’s partnerships providing guidance to all support agents 
  • Assist in the development of training materials to address identified areas for improvement
  • Assist and eventually lead support team’s training sessions remotely and onsite.
  • Assist with various other operational projects

Requirements:

  • Bachelor's Degree and 3-5 years of experience in client services, client support, or operations
  • Minimum 1 year in a quality assurance related role
  • Experience developing training material / working with PowerPoint, or other presentation platform / LMS 
  • Is a quick learner and not afraid of a challenge
  • Excellent written and verbal communication skills
  • Ability to identify and communicate trends
  • Can interact and collaborate cross functionally with all types of personalities
  • An intuitive problem-solver that works well under pressure
  • Most importantly, passionate about providing incredible client support

Bonus Points for:

  • Previous startup experience
  • Client facing experience 

What We Offer:

  • Competitive compensation
  • Exceptional health, vision, and dental care
  • Light breakfast, snacks, and a daily stipend for lunch
  • Employee Resource Groups
  • Fun company outings and events
  • Unlimited books from Amazon
  • Unlimited PTO
  • 401K
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Location

We are in the heart of the financial district, with great spots to eat, grab a coffee or enjoy a happy hour.

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