Customer Experience Quality Assurance Lead

Customer Experience Quality Assurance Lead Join to apply for the Customer Experience Quality Assurance Lead role at Rain. Overview At Rain, were rebuilding the global financial pipes money flows through. Our infrastructure makes stablecoins usable in the real world by powering credit card transactions, cross?border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. If youre curious, bold, and excited to help shape a borderless financial system, wed love to talk. Ethos Operating at the epicenter of stablecoin innovation means moving fast and thinking globally. Our team reflects the diverse, international audiences we serve. We hire people who stay agile as the tide ebbs and flows, fix whats broken without waiting, chase trends before they peak, and remember to have fun through it all. What Were Looking For Rain is seeking a hands?on Quality Assurance professional to build and own our customer?experience QA program from the ground up. As the founding member of our CX QA team, you will define quality standards, assess interactions across all channels, provide coaching and feedback to agents, and partner with Operations and Training to drive continuous improvement. This role is ideal for someone who thrives in a start?up environment and is passionate about creating a best?in?class customer experience. What Youll Do Design the QA framework: develop internal quality standards and scoring rubrics for calls, emails, chats and other support channels; set up calibration sessions to ensure consistency across reviewers. Evaluate support interactions: perform regular reviews of agent interactions against established standards, documenting observations and assessing adherence to regulatory and tone guidelines. Provide constructive feedback: deliver actionable coaching to agents, discuss performance trends in one?on?one or group sessions, and partner with team leads on coaching plans. Analyze CX metrics: track and analyze customer?service KPIs (e.g., CSAT, FRT, QA scores) to identify patterns and opportunities for improvement. Leverage data to drive insights: collect, analyze, and interpret quality?related data (e.g., QA scores, CSAT trends, contact drivers, error rates); identify root causes of issues, quantify impact, and present actionable insights to leadership. Develop training and onboarding: identify knowledge gaps and collaborate with Training and Ops teams to create targeted training and onboarding programs. Report on quality trends: produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership and recommend improvements. Implement QA tooling: evaluate and implement technology to streamline the QA process. Champion customer experience: work cross?functionally with Product, Operations and Compliance to ensure that customer?service standards align with company policies and voice; help embed a culture of quality within the CX organization. What Youll Bring To Rain 35 years of experience in customer support, quality assurance or related roles; experience in fintech or regulated environments is a plus. Demonstrated ability to create and enforce quality standards and develop QA programs. Strong analytical skills and familiarity with support KPIs; ability to turn data insights into actionable recommendations. Proven ability to work with data sets, build dashboards or reports, and communicate insights in a clear, actionable way. Experience with BI tools (e.g., Looker, Tableau, Power BI) is a plus. Excellent communication and coaching skills; comfortable delivering constructive feedback. Organized and detail?oriented; able to prioritize multiple tasks and manage deadlines. Experience implementing or administering QA tools and CRM systems; familiarity with Zendesk, Intercom or similar platforms. Collaborative mindset and ability to work with remote, cross?functional teams. Located in NYC and able to work regularly from our SoHo office. Desirable but Not Mandatory Experience scaling QA programs in start?ups or rapidly growing organizations. Knowledge of compliance requirements (e.g., privacy regulations) for support interactions. Familiarity with AI?powered QA tools and workforce engagement management platforms. Strong project?management skills and ability to document processes and training materials. Benefits Top?tier coverage: we cover 95% of Medical, Dental, and Vision premiums. 401(k) with matching. Equity for all team members. Work your way: flexible hybrid setup with a prime SoHo office for NYC?based teammates. Unlimited PTO. Product?first perks: monthly budget to test our cards and features. Wellness support: monthly stipend for fitness, therapy, or other wellbeing. Home office setup stipend. Team connection: frequent company events, team dinners, and off?sites. Compensation Compensation will vary based on experience from $75,000$100,000. #J-18808-Ljbffr