Quality Assurance - Customer Support Analyst

Job description

As Marqeta’s Quality Assurance Analyst, you will work with our first-class Cardholder Support Quality Assurance team to oversee the risk operations of our clients. This role will be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us! The Impact You’ll Have: - Conduct tests and inspections of processes against policies, procedures and regulatory requirements to evaluate quality performance and ensure consistency of our BPO in scoring of the QA framework. - Report on quality and CSAT performance, and track areas of improvement on multiple levels across internal and external stakeholders. - Coordinate with other specialists to continuously improve and evolve the QA framework and scorecards. - Work closely with our internal and external support and compliance teams to ensure all policies are being followed. Who You Are: - 1+ year experience in an Audit/Quality Assurance role, or similar experience in an oversight/compliance environment. - Overall 3+ years of experience in Customer Support or payments/banking sector for US and/or European customers. - Bachelor’s degree in risk management, business, economics, commu...