Manager, Quality Assurance

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card-issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real-time.   Marqeta is powering the most well-known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc.). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

As Marqeta’s  Manager of Customer Support Quality Assurance, you will manage and Lead a team of Quality Analysts in support of our CSO team and a quality assurance program to support our Risk Ops, Call Center and Production Support teams.  

This role will be performed in Warsaw, Poland. We’d love for you to join us!

What You’ll Do

• Lead QA reviews and provide assurance over the quality of our CSO organization work output, as well as QA our outsource providers.
• Execute and consistently evaluate the CSO Quality Assurance program to support our Call Center, Risk Ops and Production Support teams. 
• Be responsible for the implementation of corrective action plans with first and second lines of defense and present updates to the findings to the Internal/External Audit Management teams
• Lead a customer-facing QA program for Marqeta delegated features.
• Support the Leadership team in the execution of a quality program that will assess the customer experience, and review front-line team member performance highlights & opportunities in a multi-channel environment.
• Analyse data to identify process gaps and opportunities, and partner with the Senior Director, Operations Leaders, and Training Manager to recommend mitigating activities to improve the customer experience, and team performance and close process gaps.
• Execute established controls in collaboration with our Compliance/Legal Team and third-party partners.
• Report teams’ performance and track all areas of improvement needed by each team and/or team members.
• Maintain departmental KPIs to monitor staff performance and communicate QA results to senior management.
• Hire and manage a team of experienced Quality Assurance Analysts. Mentor, motivate, and support to drive success, providing input and assistance to the Learning & Development team for training purposes.
• Work closely with our internal and external financial and security auditors to ensure all policies are being followed.
• Manage, and monitor parts of the evolution of policies and procedures, training, and compliance.
• Lead and facilitate cross-functional alignment, strong relationships, and a feeling of inclusiveness within the CSO organization.
• Clearly articulate challenges and recommendations to all levels of stakeholders. 

What We’re Looking For

• 7+ years’ experience in Risk operations management, with demonstrated leadership progression and experience supporting risk and/or compliance-related activities in a financial services operating environment.
• Bachelor’s degree in risk management, business, economics, statistics, finance or related field or equivalent experience.
• Ability to work cross-functionally and the ability to influence cross-functional teams.
• Ability to create a vision and translate it into detailed and prioritized plans.
• Strong communication skills across a variety of audiences.
• Experience working on internal or regulatory remediation efforts related to electronic payments and digital banking.
• Experience working in the payments industry and familiarity with card programs, money movement and digital banking.
• Experience working directly with or supporting Risk Ops teams within payments/banking or working directly with regulators in the US and either Canada, Asia Pacific UK/EU, and in particular customer regulators and banking regulators.
• Excellent interpersonal, verbal, written communication, and presentation skills.
• Strong understanding of the payment’s ecosystem and experience with Payments Acquiring or Issuing and at least some of the following: Fraud Monitoring, Chargebacks/Disputes, KYC and Call Center Support, experience working with Payment Networks such as Visa/Mastercard/Pulse/Discover, Alternate Payment Methods and ACH.
• Knowledge of international payments industry practices and local payment schemes.
• Strong analytical skills, good problem-solving, judgment and decision-making skills with strong written and verbal communication skills.
• Self-motivated, proactive, and detail-oriented is a must.
• Great organizational skills and project management experience and proven ability to prioritize, manage, and deliver multiple, complex projects on time.
• Ability to work independently as well as collaboratively.

Your Manager

• Beth Zosh, Senior Director, Delivery Operations

Your Team

• Card Program Management

Recruiter For This Role

• Louise Devlin, Staff Recruiter (UK)

Typical Process

• Application Submission

• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

Equal Opportunity, Accommodations, and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants, irrespective of any characteristics protected by law. This includes (but is not limited to) race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, color, ancestry, and Veteran status. We consider qualified applicants from all backgrounds, without regard to criminal histories, in accordance with applicable legal requirements.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond, please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.