Senior Manager, CXO Quality Assurance

Being a Champion for SMBs is good for business. And a career defining opportunity for you

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, UT or San Jose, CA. We support a hybrid work environment with on-site and remote work days.

Make your impact within a rapidly growing Fintech Company

BILL is looking for an experienced quality leader with prior people management experience to lead a team of quality analysts and supervisors within the CXO team.  This position requires prior experience in customer support quality operations. In collaboration with CXO leaders and cross-functional teams across BILL, this individual will be responsible for verifying operational output and customer experience is within tolerances. 

The Senior Manager, CXO Quality Assurance role within the organization will lead the entire quality assurance program. They will have shared goals with the service delivery and operations team, ensuring appropriate quality programs are in place and thought leadership is brought to all areas of customer experience operations.

Reporting to the VP, Customer Advocacy, this individual will be a key member of the CXO extended leadership team, to drive high impact with top quality people focused on customer experience.

The Quality Assurance leader will Achieve key performance targets on Quality metrics

• Be in-charge of the center’s overall performance on Quality metric and shared CES metric with SD teams 
• Be responsible for designing QA strategy in collaboration with CXO leaders
• Establish SOPs to establish clearly defined quality methods
• Ascertain that the QA Team follows set procedures in a consistent and efficient manner
• Ensure deployment of new programs and procedures
• Work with Training and development leader to assess and address quality of training and delivery
• Identify quality-related training needs and work with relevant departments to drive actions
• Validate effectiveness of feedback and coaching on Quality metric
• Recommend to department heads corrective action required for unacceptable offenses affecting performance
• Create QA strategy and action plan for all skills and groups including for partners
• Evaluate and constructively critique QA strategies and techniques at annual basis
• Implement quality improvement studies and lead activities with appropriate NPS and/or feedback from customers and functional departments.
• Implement and launch “JD Power Certification”* or similar program to certify BILL CXO organization

Provide Support for Operations

• Responsible for selection of new QA Analysts and Supervisors; coordinates with Recruitment in this regard
• Validate understanding of the staff and agents on the QA Guidelines
• Provide trainings and tools to staff when needed in order to drive performance and achieve results
• Reinforce Operations compliance on the QA programs and action plans
• Ensure team deliverables are met and track QA team performance
• QA calibration sessions with management and teams to ensure consistent delivery of brand and compliance with all regulations

Quality Staff Performance

• Accountable for quality departments overall performance
• Accountable for Quality Supervisors performance and career development
• Regularly monitor and evaluate the CXO training program’s effectiveness and recommend changes
• Launch CXO Quality Improvement Committee and provide oversight of the committee documentation (as applicable)
• Oversee quarterly internal audit process to meet customer requirements, accreditation standards and goals 

Quality Reports and Governance

• Track QA and operations performance with the improvement based on the KPIs
• Regular reporting on the QA teams calibration with the guidelines
• Regular reporting of agents in Performance Improvement Plan and their status
• Overall responsible for accuracy and timely delivery of reports with trends
• Drive internal calibration sessions  partners respectively

We’d love to chat if you have:

• 7+ years of experience in Customer Support Quality Assurance in a multinational public company. Experience in financial technology solutions is a plus
• People management skills and experience is required
• Experience leading a 15+ person team consisting of managers, supervisors and/or individual contributors 
• QA Tools and processes/certifications preferred
• Strength in influencing decision-making with or without authority and bringing teams to agreement
• Strong communication skills, written and verbal, and confidence presenting in group settings

Let’s talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more