Quality Assurance Supervisor

Quality Assurance Supervisor

What Is MyBambu?

MyBambu is a financial institution delivering the first all-in-one mobile digital banking solution targeting the Hispanic unbanked and underbanked population. The mission of MyBambu is to promote financial inclusion to the unbanked and underbanked by providing an array of financial solutions delivered via mobile devices. We give an overlooked audience a convenient, safe, and cost-effective way of managing their finances. MyBambu’s objective is to promote financial literacy and access to unbanked/underbanked individuals, who have previously been left behind. In 2020, we were honored to be recognized as FIS’s Impact Award winner for innovation in the next frontier of the Modern Banking Platform. We’ve fostered a company culture that empowers people to do the most defining work in their career offering an environment that’s made up of a passionate and goal-oriented team.

MyBambu participates in E-verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire’s Form I-9 to confirm work authorization.  Find out more information: E-Verify Participation Posteror Right to Work Poster.

Your Opportunity:

This position is a full-time, in-person position reporting to the Chief Compliance Officer. As the Quality Assurance Supervisor, you will oversee the Quality Assurance team, ensuring adherence to industry regulations and best practices and that QA agents are providing coaching to their team members. Responsibilities also include but not limited to monitoring KPIs, leading the team through changes providing support and structure to enhance team performance.

The impact that you can have at MyBambu is powerful. We’re looking for someone who’s eager to take on a meaningful role in the success of MyBambu on a massive scale. Someone who takes work seriously, but also isn’t afraid to have some fun either. Someone who’s ready to take MyBambu—and their career—to the next level.

Job Responsibilities:

• Develop and implement Quality Assurance strategies, policies, and procedures to ensure compliance with regulatory requirements and industry standards.
• Lead a team of Quality Assurance specialist, providing guidance, training, and performance feedback to ensure high standards of work.
• Collaborate with cross-functional teams, including Compliance, Customer Care, Social Media and Tech, to identify quality issues and drive resolution.
• Conduct regular audits and assessments of case handling and coaching.
• Define and execute test plans, test cases, and test scripts to validate functionality, performance, and security of MyBambu best practices.
• Monitor and analyze quality metrics and key performance indicators (KPIs), identifying trends and making recommendations for process improvements.
• Ensure that all activities are documented and reported accurately, maintaining detailed records of results, issues, and resolutions.
• Foster a culture of quality and continuous improvement within the MyBambu organization, promoting awareness and accountability at all levels.

Skill and Abilities:

• Leadership: Ability to lead and motivate a team of Quality Assurance specialist, providing direction, guidance, and support to achieve team goals.
• Communication: Excellent verbal and written communication skills to effectively convey instructions, feedback, and recommendations to team members and stakeholders.
• Analytical Thinking: Strong analytical skills to assess complex situations, identify root causes of issues, and develop effective solutions to improve product quality and processes.
• Mentoring: Proficiency in coaching and mentoring techniques to support the professional development of team members, providing constructive feedback and facilitating skill enhancement.
• Fintech Knowledge: Comprehensive understanding of financial technology, including digital banking platforms, payment systems, and financial APIs.
• Neobanking Knowledge: Familiarity with neobanking concepts, such as digital-only banking services, mobile banking applications, and innovative financial products.
• Regulatory Compliance: Proficiency in regulatory requirements relevant to fintech and neobanking, including GDPR, PSD2, KYC/AML regulations, and data security standards.
• Quality Assurance Methodologies: Strong knowledge of Quality Assurance principles, methodologies, and best practices, with experience in implementing testing strategies tailored to fintech and neobanking environments.
• Risk Management: Ability to assess risks associated with fintech and neobanking operations and develop strategies to mitigate potential issues, ensuring compliance and safeguarding customer data.
• Problem-Solving: Strong problem-solving abilities to address challenges and resolve issues encountered during Quality Assurance activities, utilizing critical thinking and creative problem-solving techniques.
• Adaptability: Flexibility to adapt to changing priorities, business requirements, and technological advancements in the fintech industry, adjusting Quality Assurance strategies and processes accordingly.
• Collaboration: Ability to collaborate effectively with cross-functional teams, including compliance, tech, and customer support, to ensure alignment of Quality Assurance efforts with organizational objectives and priorities.
• Project Management: Proficiency in project management methodologies and tools to effectively plan, organize, and execute QA initiatives, ensuring timely delivery of high-quality fintech solutions.

Job Requirements:

• Bachelor's degree in computer science, finance, or a related field, preferred not required.
• Bilingual (Spanish + English), Creole is a plus.
• Minimum of 5 years of experience in Quality Assurance, with a focus on finance and preferably fintech products and services.
• Strong knowledge of Neo Banking and Traditional Banking systems, processes, and regulations.
• Minimum of four (4) years proven experience in leading and managing a team of Quality Assurance professionals.
• Familiarity with regulatory KYC/AML regulations.
• Detail-oriented with a commitment to accuracy and precision in all work activities.
• Professional certifications in Quality Assurance (e.g., ISTQB, CSTE) and/or project management (e.g., PMP, Agile) are desirable but not required.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times