Manager of Quality Management

Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?

We’re looking for an experienced, innovative, analytically minded quality leader who is eager to learn, grow, and influence others to join our Customer Operations Team as Manager of Quality Management (QM).

This is a unique opportunity to lead at a company that's on the verge of becoming the household name in consumer credit for the 50% of Americans who are not served by traditional financial institutions.

The Impact You’ll Make

The QM team is a trusted partner supporting the people and processes across the contact centers that take care of our customers. We monitor agent-customer interactions and critical processes to assess the accuracy of execution, adherence to policies, procedures and regulations, identify gaps related to the customer experience, and drive improvements in these areas.

As the Manager of Quality Management, you’ll drive forward our mission of financial inclusion by:

• Developing and leading our “first line of defense” quality strategy
• Energizing, motivating and engaging a virtual quality management team
• Channeling your team’s work to enable innovative, differentiated customer experiences
• Coordinating with Risk and Compliance teams to enhance rubrics and training, and ensure the QM team is increasingly skilled and set up to succeed as a key risk control
• Exploring new technologies and approaches and ensuring the team is thoughtfully leveraging technology and industry best practices
• Developing processes that support a well-managed monitoring strategy, including sampling and scoring, through an understanding of business intent and regulatory requirements
• Learning and appreciating what our customers and agents experience, including the challenges they face
• Communicating periodic results, insights and recommendations - keeping stakeholders and your team aligned on the value and impact of quality investments
• Collaborating with operational leaders to drive continuous quality improvement
  
  

You'll Thrive In This Role If

• You have 5+ years of experience leading quality initiatives in a contact center environment, driving positive outcomes related to risk management and customer experience.
• You have 5+ years experience managing teams, driving engagement and fostering a positive, productive, work environment.
• You have financial services industry experience and an understanding of the risk areas and compliance function.
• You have meticulous organization and planning skills, with proven process and/or project management experience.
• You're analytically minded, using data to drive decision making.
• You’re able to tell a story and influence buy-in from diverse stakeholders based on test results.
  
  

You’ll Get Bonus Points For

• Experience managing a work-from-home team
  
  

Compensation

Target base salary: $80,000 - $95,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes unlimited paid time off, 401(k) match, a monthly wellness stipend, health/ dental/ vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-friendly work environment.

About Mission Lane

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [email protected].

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.