Support Quality Manager

Position Title: CX Quality Manager

Department: Director, Customer Experience (CX)

Reports To: Sr. Manager, Customer Experience

Job Type: Full Time, Salary

Location: Remote

One Inc is a leader in the Digital Payment Processing Industry and dedicated to delivering high-quality products/services to our valued customers. We are committed to maintaining the highest standards of quality, and our Quality Assurance team plays a critical role in ensuring our products/services meet and exceed customer expectations.

Role Summary

As the CX Quality Manager, you will be responsible for design, expansion and management of the CX Quality Program. This includes multi-channel QA scorecard design, defining and implementing KPIs to ensure that our products/services consistently meet or exceed established quality standards. You will lead a Quality Assurance team and work closely with cross-functional teams to identify areas for improvement and implement strategies to enhance overall quality and customer satisfaction.

Your Impact

• Work directly with key stakeholders to drive compliance, performance, and consistency across customer facing interactions
• Partner with CX Management to collaborate, advise, and improve performance
• Analyze various data points to identify improvement opportunities
• Assist in developing measurable action plans to improve efficiency
• Create and implement quality monitoring policies, procedures, and guidelines.

Team Leadership

• Hire, train, and mentor a team of Quality Assurance Representatives, Analysts, and Sr Analysts.
• Provide ongoing coaching, feedback, and performance evaluations to team members.
• Foster a culture of accountability, teamwork, and continuous improvement within the team.

Keys to Success in this Role

• Ability to influence without authority, motivate and persuade others to take action and improve without formal authority over them.
• Strong leadership and team management skills such as goal setting, organization, conflict management, and communication.
• Ability to thrive in a fast paced, fast-moving environment maintaining critical thought and decision making
• Continuously improve and update the quality monitoring framework to adapt to changing business needs while problem solving to overcome or work around challenges and blocks.
• Ability to work collaboratively across departments and at all levels of the organization.
• Maintain a customer centric focused approach to work and issues.

Preferred Skills

• Business to business external customer support
• Business to customer external customer support
• Insurance industry experience
• Payments industry experience
• Exposure to compliance standards such as PCI and HIPPA
• Experience using Salesforce, proprietary software systems, and CCaaS

Education & Experience

• Bachelor's degree in a related field (e.g., Quality Management, Business, Engineering).
• 3-5 years of proven experience in quality assurance, quality monitoring, or a related role.
• 1-3 years previous people management experience
• Knowledge of quality management systems, tools, programs, and design

Desired Traits

Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Company Profile
One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders—while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $20 billion a year in payments for customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.