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1 день назад

Operations Quality & Enablement Manager (Fintech)

Формат работы
remote (только Colombia)/hybrid
Тип работы
fulltime
Грейд
senior
Английский
c1
Страна
US/Mexico/Colombia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR

Operations Quality & Enablement Manager (Fintech): Designing and implementing a comprehensive service quality framework and agent enablement ecosystem for a WhatsApp-based remittance platform with an accent on QA scoring, compliance adherence, and training curricula. Focus on scaling agent operations, optimizing SOPs, and leveraging data via SQL to close product and UX friction loops.

Location: Remote (Colombia Operations); hybrid options available in Miami or Mexico City.

Company

A hyper-growth Series B fintech building an AI-powered financial ecosystem and remittance service for Latin immigrants in the U.S.

What you will do

  • Design a unified QA scoring framework that weights CX outcomes and strict compliance adherence (KYC, SAR).
  • Consolidate and standardize all knowledge bases and SOPs into a single, version-controlled source of truth.
  • Build and deliver structured onboarding curricula and continuous training engines for internal and BPO teams.
  • Capture and escalate customer friction points to Product and Ops leadership to drive UX improvements.
  • Operationalize KPIs (QA score, CSAT, NPS, FCR) and build visibility dashboards in BigQuery and Retool.

Requirements

  • 5+ years of experience in QA Management, Operational Excellence, or Enablement, preferably in Fintech or B2C startups.
  • Strong analytical skills with proficiency in SQL (BigQuery) for reporting and dashboards.
  • Proven track record of translating complex regulatory processes into simple, actionable agent guidance.
  • Bilingual fluency in Spanish and English is mandatory.
  • A scrappy mindset with the ability to build processes from 0 to 1 in a high-growth environment.

Culture & Benefits

  • Competitive salary, annual performance bonus, and initial stock options grant.
  • Comprehensive health, dental, and vision plans.
  • Remote work environment with flexibility for hybrid work in Miami or Mexico City.
  • Unlimited PTO and paid parental leave.
  • Dynamic entrepreneurial environment with continuous learning opportunities.

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