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Senior Quality Program Manager
Confirmed live in the last 24 hours
San Francisco, CA, USA • Chicago, IL, USA • United States
Experience Level
Desired Skills
  • Chime is building a world-class customer (member) experience
  • Wrapped around our industry-leading product suite, the member experience is a critical part of why we're the most loved checking account in America
  • We are obsessed with delivering frictionless experiences, providing self-service and automated capabilities to help members solve their own issues, creating virtual communities for members to support each other, and providing excellent service when members do choose to contact us
  • Our member obsession shows up in every part of the member experience
  • Work directly with vendor quality teams to drive compliance, performance, and consistency across all member-facing and backoffice operational teams
  • Work in the gray, i.e. self-start, be innovative and not be afraid to fail
  • Partner with our vendors, vendor management, CX team, and PMO on continuously improving the agent and member experience
  • Analyze various data points to identify improvement opportunities and help develop measurable action plans
  • Utilize various AI/ML & data visualization tools and data to help derive root cause analysis
  • Represent Quality for any change management initiatives
  • Develop compelling business cases that capture the opportunities to improve Chime's Member Experience
  • Develop subject-matter expertise on Quality and share those cross-functionally
  • 5+ years of experience in contact center quality assurance or operations functions in a large organization (preferably geographically diverse or global)
  • Experience using data visualization tools (Tableu, Looker, etc.) to develop insights and recommendations
  • Experience presenting compelling, data-based recommendations to cross-functional key stakeholders at all levels of the business
  • Comfort in working in a fast-paced, high-growth, global contact center environment
  • Advanced Microsoft Office or G Suite skills
  • Ability and willingness to travel domestically and internationally, approx. 10% of the time (post COVID)
Desired Qualifications
  • Full-time employees are also eligible for a , competitive equity package, and benefits

1,001-5,000 employees

Mobile banking & debit cards
Company Overview
Chime's mission is to make financial peace of mind a reality for everyone. The company has created "a new approach to online banking that doesn’t rely on fees, gets you your paycheck up to 2 days early with direct deposit, and helps you grow your savings automatically."
  • Competitive salary based on experience
  • 401k match plus the usual medical, dental, vision, life, and disability benefits
  • Generous vacation policy and company-wide Take Care of Yourself Days
  • Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
Company Core Values
  • Be member-obsessed.
  • Be human.
  • Be bold.
  • Simplify.
  • Make it happen.
  • Respect the rules.
  • Team up.
  • Chime in.