Experienced Customer Support Quality Assurance Lead – Driving Excellence in Omnichannel Solutions at arenaflex

At arenaflex, we're revolutionizing the world of commerce by providing innovative, integrated solutions that empower sellers to succeed in an ever-evolving market. As a pioneer in the industry, we've expanded our offerings to include software, financial services, and more, helping sellers of all sizes grow and thrive. Now, we're seeking an exceptional Customer Support Quality Assurance Lead to join our team and drive excellence in our omnichannel solutions.

About arenaflex

arenaflex is a leading provider of commerce and financial services, empowering sellers to succeed in an ever-evolving market. Since our inception in 2009, we've enabled anyone to take payments and never miss a sale. We've expanded our offerings to include software, financial services, and more, helping sellers of all sizes grow and thrive. Our mission is to provide innovative, integrated solutions that unlock meaningful value and growth for our sellers.

The Role

As a Customer Support Quality Assurance Lead at arenaflex, you'll play a critical role in ensuring the exceptional quality of our customer support services. You'll oversee a team of QA Specialists, guiding them to deliver consistent, accurate, and impactful performance evaluations. You'll serve as a coach and mentor, manage productivity and quality goals, and drive automation initiatives to improve the efficiency and effectiveness of QA workflows. In partnership with CS leadership and cross-functional stakeholders, you'll enhance quality monitoring, reporting, and insights that scale across the organization.

Key Responsibilities

* Team Leadership & Performance: Manage team and individual QA Specialist performance against KPIs including productivity, accuracy, and attendance.

• Coaching & Development: Mentor and develop QA Specialists through performance management, skill-building, and goal setting.
• Cross-Functional Collaboration: Build and maintain strong relationships with CS Direct Leads, Group Leaders, and global QA teams to ensure program consistency and confidence in QA data.
• Calibration & Global Consistency: Collaborate with QA Leaders worldwide to maintain fairness, accuracy, and alignment across QA programs. Uphold a rigorous calibration process, and create impactful reporting that drives action and results.
• Scaling & Forecasting: Partner with the Head of QA to forecast team needs, scale resources, and ensure delivery against program objectives.
• Project Management: Work closely with QA Strategists and Project Managers to assign, track, and deliver on projects from the intake process.
• Automation Initiatives: Drive the implementation and optimization of AutoQA solutions, overseeing automated scorecard development and continuous improvements.
• Continuous Improvement: Analyze QA trends and data to identify opportunities for process automation, workflow optimization, and enhanced reporting.
• Technology Enablement: Partner with technology teams to evolve QA and Quality Management System (QMS) tools, ensuring they scale with business needs.

Essential Qualifications

* Bachelor's degree or equivalent professional experience.

• 2+ years in Customer Support / Contact Center environment.
• 2+ years leading a team, with a proven track record in coaching and performance management.
• Experience implementing or managing automated QA (AutoQA) solutions in a Customer Support / Contact Center.
• Proficiency with Quality Management Systems (QMS) and automated scorecard development.
• Strong understanding of QA automation tools and best practices.
• Ability to manage multiple priorities simultaneously.
• Strong collaboration skills and ability to partner cross-functionally.

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment.

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a remote or hybrid environment.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work with a leading provider of commerce and financial services.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Flexible work arrangements, including remote work options.
• Comprehensive benefits package, including medical insurance, flexible time off, retirement savings plans, and modern family planning.

Why Join arenaflex?

At arenaflex, we're committed to building a workplace that is fair and square. We believe in being fair and inclusive, and we're dedicated to creating a workplace where everyone can thrive. We're proud to be an equal opportunity employer, and we're committed to providing a safe and inclusive work environment for all employees.

How to Apply

If you're a motivated and experienced professional looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Note:

arenaflex is an equal opportunity employer, and we're committed to providing a safe and inclusive work environment for all employees. We'll consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Apply for this job