Quality Assurance - Customer Support Analyst

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, communications, statistics, finance or related field or equivalent experience
• Strong analytical and problem-solving skills, with the ability to analyze trends, uncover opportunities, and make recommendations for improvement.
• Great organizational skills with a proven ability to prioritize, manage, and deliver multiple, complex projects on time.
• Desire to build and implement new processes to improve customer experience and increase efficiencies of our support operations teams.
• Excellent interpersonal, verbal, written communication, and presentation skills, with a proven ability to work with and influence cross-functional teams.
• Positive outlook and supportive attitude, with a commitment to constructive feedback and coaching.

Your Manager

• Mauro Martino

Recruiter For This Role

• Agata Wojciechowska

Typical Process

• Application Submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 3 x 45 min calls
• Offer!

Compensation and Benefits

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in PLN,  is: 136,800 - 171,000. The bonus target for this position is 10% of the applicable base salary, subject to the plan terms and meeting eligibility requirements.

Along with monetary compensation, Marqeta offers:

Monthly stipend for your home office equipment and connectivity
Annual development stipend to support your growth and development
Pension Scheme provided by Allianz
Employee health through Luxmed with employee cover paid at 100% by Marqeta
Four floating holidays as additional paid days off to your annual leave entitlement
In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite
MultiSport Plus membership offerings

 

At this point, we hope you're feeling excited about the role. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turn