Senior, Corporate Reliability (Quality Assurance)

This position requires the candidate to be based out of Las Vegas office 4 days a week. 

Summary

The Senior, Corporate Reliability maintains compliance of operations focused primarily on inspections and investigations of process workflows, customer service, merchant relations, product deficiencies, and technological mishaps.   This person will conduct forensic review of evidence to include areas involved, both internal and external records, and training and performance of parties involved. Additionally, this person will assist with the Shift4 corrective action process, ensuring each step is performed correctly, assigning explicit actions, and ensuring corrective action effectiveness over time.  This person may also be expected to author corrective action reports that are delivered to executive staff. The compliance processes are inclusive of, but not limited to, call center operations, deployment, Return Merchandise Authorization (RMA), shipping, on-boarding, sales, finance, risk, merchant relations product deficiencies, installations, and technological mishaps in internal or external facing systems.   Functionally, this person will supervise cross-divisional corrective action activities through standardized policies, procedures, and communication as required to ensure issues are permanently addressed with an appropriate balance of thoroughness, speed, risk, and cost.  

Responsibilities

• Conduct virtual and on-site inspections of payment processing equipment installations to assess compliance with industry standards and Shift4 guidelines.
• Review technical documents related to issues of concern, including but not limited to call recordings, ticket systems, customer and partner portals, CRM and ERP systems, and technical interchange logs.
• Collaborate with multidisciplinary cross-functional teams in support of investigations related to customer complaints and corporate issues of concern with a focus on Root Cause Analysis (RCA), including the review of in-house operations across customer and product life cycles.
• Actively identify gaps and drive continuous improvement initiatives, including generating and revising standard operating procedures and other technical documents as needed
• Participates in internal, regulatory, and customer audits and may act in SME capacity for such audits
• Report all findings, corrective actions reports, corrective actions plans, and metrics to the Manager, Corrective Actions - Investigations
• Actively demonstrate the Shift4 way in day to day activities, including embracing: Boldness, Excellence, Ownership, and Trust
• Other related responsibilities as assigned

Qualifications

• Have a minimum of 5 years of experience in quality assurance
• Certification in Lean Six Sigma and/or process improvement preferred
• Knowledge in Root Cause Analysis and Investigations, and Corrective Action processes
• Ability to audit documentation tools for accuracy and compliance
• Identify possible weaknesses in performance, and assist with solution development to drive improvement
• Enthusiasm and a willingness to learn about our company, partners and customers’
• Ability to work independently, balance multiple tasks, prioritize accordingly, and manage time effectively
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills

What you should expect in this role:

• Hybrid work schedule requiring at least four days in the office per week in our Las Vegas, NV office
• Ability and willingness to travel to various sites as required (up to 25% out of state)