Quality Assurance Analyst (Fintech)

TL;DR

Quality Assurance Analyst (Customer Support): Developing and maintaining a QA program to ensure high-quality customer support interactions across phone, email, and chat with an accent on interaction auditing and performance metrics. Focus on evaluating support engagements, providing constructive feedback to team members, and optimizing support KPIs.

Location: Must be based in Seattle, Washington, United States (Onsite 5 days a week)

Salary: $81,000 + 7.5% target annual bonus

Company

hirify.global Data is a financial data provider specializing in private equity and venture capital markets.

What you will do

• Establish and refine internal standards for support quality assurance across multiple channels (calls, emails, chats).
• Review and evaluate support interactions against predetermined quality benchmarks.
• Provide team members with constructive feedback and guidance during regular meetings.
• Analyze customer service metrics (e.g., CSAT) and devise strategies to enhance support KPIs.
• Identify training and onboarding needs and spearhead relevant initiatives to improve performance.
• Generate comprehensive reports on support performance for upper management.

Requirements

• Bachelor’s degree and 1+ years of experience in a customer service role.
• Practical experience in quality assurance procedures and strong analytical abilities.
• Must be authorized to work in the United States without the need for visa sponsorship now or in the future.
• Excellent verbal and written communication skills with a high attention to detail.
• Proficiency with Microsoft Office suite, especially Outlook, Word, and Excel.
• Interest in financial markets, specifically private equity and venture capital.

Nice to have

• Prior experience with CRM systems such as Salesforce and Dynamics.
• Knowledge of SAML/SSO, SQL, and Snowflake.
• Evidence of skill in data visualization and understanding of support metrics.

Culture & Benefits

• Comprehensive health, emotional, and social wellness benefits.
• Financial perks including a 401k match and a shared ownership employee stock program.
• Paid sabbatical program after four years, plus generous vacation, sick, and volunteer days.
• Professional development via an annual educational stipend, tuition reimbursement, and CFA exam stipend.
• Inclusive environment with employee resource groups and quarterly team-building events.
• Monthly transportation stipend.