Flex
About the Role
Flex is hiring a Lead, Customer Support Quality Assurance person to oversee and enhance QA operations with a focus on alignment between our BPO agent teams and our internal customer support teams. This role on the Flex CS team will drive scalability, automation, and process improvements as well as optimize the QA program to provide a meaningful performance feedback loop between customer-facing agents, team leads, management, and internal stakeholders. The Customer Support Quality Lead will be responsible for driving high-quality customer interactions across all communication channels through streamlined QA processes, analysis of key performance metrics, and close coordination with BPO QA teams, Vendor Management, Training, and CS System Administrators. This role will also expand audit capacity through AI and automation by leading the evaluation, selection, and implementation of a new Quality Management System (QMS). What You’ll Do
Oversee and refine Flex’s QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions and communication channels. Align internal and external QA processes to create a scalable, standardized framework. Adapt the QA program to support new communication channels (e.g. chat and phone). Track and analyze BPO performance metrics and utilize QA insights to identify CS agent workflow and performance gaps for remedy. Ensure BPO partners; understand and meet Flex’s quality benchmarks through close collaboration with their QA teams. Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights. Generate regular reports summarizing findings and recommendations for leadership. Work cross-functionally with Training, CS Systems Administrators, and Vendor Management to implement process improvements. Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics. Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations. Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams. Champion efficiency initiatives that improve customer experience and drive continuous improvement. Key Qualifications
2-3 years of experience in QA management within a customer success or support environment. Proven ability to develop, refine, and execute QA programs at scale. Strong analytical mindset with the ability to interpret data and drive actionable improvements. Excellent organizational and project management skills to handle multiple initiatives effectively. Experience collaborating across teams to enhance QA processes, training, and operational efficiency. Solid understanding of regulatory compliance, industry best practices, and quality standards. Exceptional communication skills—both written and verbal—with the ability to influence and align stakeholders. Fintech, payments, or financial services experience is highly preferred. Familiarity with privacy, compliance, and regulatory requirements is a plus. Pay range:
The pay range for this position is $102,000 - $118,000 in base salary. Individual compensation will align with Flex's internal leveling guidelines and benchmarks, considering candidate experience and skills. Work Location:
Hybrid role in our NYC or SF office, 3 days a week. Life at Flex
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace. We offer many employee benefits. For full time, U.S. based employees we offer: Competitive pay 100% company-paid medical, dental, and vision 401(k) + company equity Unlimited paid time off + 13 company paid holidays Parental leave Flex Cares Program Free Flex subscription For full time non-US employees, we offer Competitive Pay Company Equity Unlimited PTO Flex is an equal employment opportunity employer. We do not discriminate on the basis of any protected status under applicable law.
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Flex is hiring a Lead, Customer Support Quality Assurance person to oversee and enhance QA operations with a focus on alignment between our BPO agent teams and our internal customer support teams. This role on the Flex CS team will drive scalability, automation, and process improvements as well as optimize the QA program to provide a meaningful performance feedback loop between customer-facing agents, team leads, management, and internal stakeholders. The Customer Support Quality Lead will be responsible for driving high-quality customer interactions across all communication channels through streamlined QA processes, analysis of key performance metrics, and close coordination with BPO QA teams, Vendor Management, Training, and CS System Administrators. This role will also expand audit capacity through AI and automation by leading the evaluation, selection, and implementation of a new Quality Management System (QMS). What You’ll Do
Oversee and refine Flex’s QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions and communication channels. Align internal and external QA processes to create a scalable, standardized framework. Adapt the QA program to support new communication channels (e.g. chat and phone). Track and analyze BPO performance metrics and utilize QA insights to identify CS agent workflow and performance gaps for remedy. Ensure BPO partners; understand and meet Flex’s quality benchmarks through close collaboration with their QA teams. Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights. Generate regular reports summarizing findings and recommendations for leadership. Work cross-functionally with Training, CS Systems Administrators, and Vendor Management to implement process improvements. Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics. Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations. Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams. Champion efficiency initiatives that improve customer experience and drive continuous improvement. Key Qualifications
2-3 years of experience in QA management within a customer success or support environment. Proven ability to develop, refine, and execute QA programs at scale. Strong analytical mindset with the ability to interpret data and drive actionable improvements. Excellent organizational and project management skills to handle multiple initiatives effectively. Experience collaborating across teams to enhance QA processes, training, and operational efficiency. Solid understanding of regulatory compliance, industry best practices, and quality standards. Exceptional communication skills—both written and verbal—with the ability to influence and align stakeholders. Fintech, payments, or financial services experience is highly preferred. Familiarity with privacy, compliance, and regulatory requirements is a plus. Pay range:
The pay range for this position is $102,000 - $118,000 in base salary. Individual compensation will align with Flex's internal leveling guidelines and benchmarks, considering candidate experience and skills. Work Location:
Hybrid role in our NYC or SF office, 3 days a week. Life at Flex
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace. We offer many employee benefits. For full time, U.S. based employees we offer: Competitive pay 100% company-paid medical, dental, and vision 401(k) + company equity Unlimited paid time off + 13 company paid holidays Parental leave Flex Cares Program Free Flex subscription For full time non-US employees, we offer Competitive Pay Company Equity Unlimited PTO Flex is an equal employment opportunity employer. We do not discriminate on the basis of any protected status under applicable law.
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