Welcome to arenaflex – Pioneering Inclusive FinTech Solutions
At arenaflex, we are on a mission to democratize financial services for America’s historically marginalized communities. By delivering a turnkey digital‑banking platform that enables governments, non‑profits, and public‑private partnerships to provide cash assistance, guaranteed income, and wealth‑building tools, we are reshaping how capital flows to those who need it most. Our technology powers over $100 million in direct payments—ranging from emergency rent aid to utility assistance—across dozens of municipalities, and our diverse team of finance, engineering, and social impact professionals is united by a shared purpose: closing the racial wealth gap.
We offer FDIC‑insured accounts, municipal‑funded disbursement cards, and a suite of financial empowerment services that put people in control of their economic futures. If you are passionate about delivering world‑class customer experiences, leveraging data‑driven insights, and championing innovative AI solutions in a fast‑growing fintech environment, read on. This is your chance to lead a high‑impact quality program that directly influences the lives of millions.
Position Overview – Manager, Customer Support Quality Assurance
Location: Remote (hybrid in‑office presence in New York City for candidates in the metropolitan area)
Reporting To: Director of Client Services
Salary Range: $93,500 – $140,000 USD (commensurate with experience and location)
This senior role is responsible for designing, launching, and continuously improving a comprehensive quality assurance (QA) framework that safeguards the excellence of arenaflex’s FAA‑contracted payment services. The ideal candidate will blend deep expertise in contact‑center operations, a rigorous analytical mindset, and a forward‑thinking approach to automation and artificial intelligence.
Key Responsibilities
Operational Excellence & Quality Program Leadership
- Program Design & Implementation: Architect a robust, data‑driven QA program that aligns with arenaflex’s strategic goals, regulatory requirements, and customer expectations.
- Vendor Audits & Oversight: Conduct scheduled and ad‑hoc audits of third‑party QA teams, ensuring adherence to performance standards and contractual obligations.
- Root‑Cause Analysis: Diagnose recurring service gaps, translate findings into actionable Knowledge Base Articles (KBAs), and disseminate best‑practice guidance across the support organization.
- Performance Analytics: Leverage dashboards, statistical models, and trend analysis to surface improvement opportunities and forecast quality outcomes.
- Calibration & Call Monitoring: Facilitate regular calibration sessions with agents and supervisors, standardizing scoring criteria and reinforcing consistency.
- Policy & Procedure Governance: Maintain an up‑to‑date repository of QA policies, ensuring they evolve with emerging data insights and regulatory updates.
- Targeted Training Development: Design and deliver focused learning modules that close identified skill gaps and elevate overall service delivery.
- Automation & AI Integration: Identify, prototype, and roll out AI‑powered tools (e.g., speech analytics, bot‑assisted scoring) that streamline QA workflows and boost efficiency.
- Post‑Payment Operations: Oversee end‑to‑end quality checks on post‑payment processes, guaranteeing accuracy and timely reconciliation.
- Reporting & Executive Communication: Produce clear, compelling reports and presentations that translate complex quality metrics into strategic insights for senior leadership.
Strategic Collaboration & Customer Experience Enhancement
- Partner with Customer Service leaders to define and achieve key performance indicators (KPIs) related to satisfaction, first‑call resolution, and cost efficiency.
- Analyze real‑time customer interaction data to recommend service redesigns that improve both the customer and CSR experience.
- Lead cross‑functional workshops that align product, engineering, and support teams around a shared vision of service excellence.
Regulatory Compliance & Risk Management
- Ensure all QA activities meet the stringent requirements of federal, state, and municipal financial regulations, including those specific to FAA contracts.
- Continuously monitor compliance metrics, adjusting QA targets as needed to stay ahead of regulatory changes.
Technology Assessment & Continuous Improvement
- Assess high‑volume call handling technologies, from advanced IVR systems to cloud‑based contact‑center platforms, recommending enhancements that improve throughput and quality.
- Champion the adoption of emerging tools—such as predictive analytics and machine‑learning‑driven sentiment analysis—to drive proactive quality interventions.
Essential Qualifications
- Bachelor’s degree in Business Administration, Finance, or a related discipline, **or** four+ years of equivalent professional experience.
- Minimum of five (5) years leading customer service quality assurance initiatives in a high‑volume contact‑center environment.
- At least five (5) years of hands‑on contact‑center experience, **plus** two (2) years specifically within the financial services payments ecosystem (e.g., payment processing, acquiring, issuing, or payment‑tech platforms).
- Deep knowledge of QA methodologies—including call monitoring, calibration, scorecard design, and performance analysis.
- Demonstrated expertise in implementing automation or AI solutions to enhance QA efficiency.
- Exceptional analytical abilities, with a proven track record of translating data into actionable strategy.
- Strong written and verbal communication skills; ability to influence senior stakeholders.
- Proficiency with Google Workspace, Microsoft Office Suite, and familiarity with industry‑standard QA tools (e.g., NICE, Verint, CallMiner).
- U.S. citizenship or lawful permanent residency (required for all FAA‑contracted roles).
- Willingness to travel domestically up to 10 % of the time for audits, training sessions, and stakeholder meetings.
Preferred Qualifications & Desirable Attributes
- Advanced degree or certification in Quality Management, Six Sigma, or related field.
- Experience deploying large‑scale AI or machine‑learning models within a contact‑center context.
- Background in public‑sector or non‑profit financial programs, especially those focused on wealth‑building or cash assistance.
- Demonstrated ability to lead remote, distributed teams while fostering a culture of accountability and continuous learning.
- Passion for financial inclusion and a deep understanding of the socioeconomic challenges faced by underserved communities.
Core Skills & Competencies for Success
- Strategic Thinking: Ability to see the big picture, set long‑term QA roadmaps, and align initiatives with business objectives.
- Data Literacy: Comfortable working with large datasets, statistical tools, and visualization platforms to inform decisions.
- Leadership & Coaching: Skilled at mentoring QA analysts, agents, and cross‑functional partners to achieve peak performance.
- Customer‑Centric Mindset: Deep empathy for users and a relentless drive to improve every touchpoint.
- Change Management: Experience guiding teams through process redesigns, technology rollouts, and cultural shifts.
- Regulatory Acumen: Understanding of financial services compliance frameworks, especially those related to government contracts.
Career Growth & Learning Opportunities at arenaflex
arenaflex believes that great talent thrives when given access to meaningful challenges and continuous development. As a senior leader, you will:
- Work directly with executive stakeholders, influencing strategic decisions that shape the future of inclusive finance.
- Lead high‑visibility projects that integrate cutting‑edge AI technologies, positioning you at the forefront of fintech innovation.
- Participate in a robust learning ecosystem—including sponsored certifications (e.g., PMP, Six Sigma), internal hackathons, and mentorship programs.
- Accelerate your career trajectory toward senior operations, product, or senior leadership roles within arenaflex’s expanding global footprint.
Work Environment & Culture
At arenaflex, we cultivate an empowering workplace where initiative is celebrated and diverse perspectives are the engine of creativity. Our culture is built on:
- Inclusivity: A supportive environment that honors every individual’s unique background, identity, and experiences.
- Purpose‑Driven Mission: Every project ties back to our core goal of financial inclusion and wealth creation for marginalized communities.
- Flexibility: Remote‑first work model with flexible time‑off policies, encouraging a healthy work‑life balance.
- Collaboration: Transparent communication channels, regular all‑hands, and cross‑functional team events that foster connection.
- Recognition: Regular acknowledgment of achievements through awards, spot bonuses, and public celebration of wins.
Compensation, Perks, & Benefits (General Overview)
arenaflex offers a competitive total rewards package designed to attract and retain top talent:
- Base salary within the $93,500 – $140,000 range, commensurate with experience.
- Annual performance‑based bonuses tied to individual and company success.
- Comprehensive health, dental, and vision coverage for employees and eligible dependents.
- Retirement savings plan with generous employer match.
- Equity participation or employee stock purchase options to share in arenaflex’s growth.
- Professional development stipend for conferences, certifications, and continuing education.
- Generous paid time off, parental leave, and a flexible holiday schedule.
- Remote‑work allowance covering home‑office equipment, internet, and coworking space credits.
- Wellness programs, including mental‑health resources, virtual fitness classes, and employee assistance services.
Why You’ll Love Working at arenaflex
- Make a tangible impact on financial inclusion, helping millions gain access to essential capital.
- Be part of a dynamic, mission‑driven team that values bold ideas and innovative thinking.
- Enjoy a culture that celebrates authenticity, encourages continuous learning, and rewards excellence.
- Benefit from flexible work arrangements that let you thrive both professionally and personally.
- Join a company recognized for its commitment to equity, diversity, and social responsibility.
Commitment to Equal Opportunity
arenaflex is an equal‑opportunity employer. All employment decisions are made without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, religion, disability, medical condition, genetic information, marital status, veteran status, or any other characteristic protected by law. We believe that a diverse workforce fuels innovation and better serves our community partners.
Ready to Lead Quality Excellence at arenaflex?
If you are a seasoned QA leader with a passion for elevating customer experiences, harnessing AI, and driving systemic improvement in a high‑impact fintech environment, we want to hear from you. Submit your application today and become a catalyst for change in the financial services landscape.
Apply Now – Join arenaflex’s Mission‑Driven Team