Customer Experience Quality Assurance Specialist

New York City

CX Quality Assurance Specialist

Location: Hybrid in New York City

As a CX Quality Assurance Specialist, you will be an integral part of our rapidly growing and fast-paced team here at Melio as we continue to grow. The main function of this role is to regularly review Customer Care Agent email, social, and chat interactions to support a consistently positive customer experience. As an integral part of the Customer Experience organization, the Quality Assurance Specialist will gain hands-on experience with helping to scale the Melio team across New York and Denver.

Qualifications:

• 1 year experience in a customer service related position is preferred (call center, restaurants, retail, etc.)    
•  Quality Assurance experience/exposure 
• Exemplary written and verbal communication skills
• Strong analytical skills 
• 8.5 interactions/hr, 90% satisfaction preferred

A day in the life and how you’ll make an impact:

• Monitor up to 21 interactions of customer care agents weekly (phone calls/emails/chats)
• Evaluate adequacy of quality assurance standards
• Investigate and escalate customer complaints and non-conformance issues
• Identify individual Agent training needs and organize training interventions to meet quality standards in partnership with the L&D team
• Assure ongoing compliance with quality
• Weekly calibration sessions with Team Manager

About the team:

The heart and soul of our brand are in the daily interactions with our Customer Experience Team. We don’t just solve issues, we consider ourselves Brand Builders and this differentiates us from the competition. This translates into world-class support for customers by combining fast, efficient, & personalized quality service. Their success is ours and we continually work to refine processes, workflows, and communication to provide a support experience that is friction-free. Beyond our day-to-day contact with customers, we also work cross-functionally with stakeholders across the company, as well as with our partners. We pride ourselves on instilling a high-performance culture that recognizes great work and celebrates team & individual success and creates a collaborative atmosphere where ideas are welcome. The Customer Experience Team is integral to Melio’s success.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is $60,000 - $70,000 
• Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility.