Customer Experience Quality Assurance Specialist at Melio (Greater Denver Area, CO)

| Greater Denver Area
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Description

We want YOU to be a founding member of the new Denver FaMelio! As the fastest growing fintech company in the United States, the Melio team is expanding to Denver to continue to impact and aid small businesses across the country. We are looking for collaborative, transparent and hardworking team members to help grow and scale this new office!

The Quality Assurance Specialist is an integral part of our rapidly growing and fast-paced team here at Melio as we continue to grow. The main function of this role is to regularly review Customer Care Agent phone, email, and chat interactions to support a consistently positive customer experience. As an integral part of the Customer Experience organization, the Quality Assurance Specialist will gain hands-on experience with helping to scale the Melio team across New York and Denver.

How you’ll make an impact:

  • Monitor up to 30 interactions of customer care agents daily (phone calls/emails)
  • Evaluate adequacy of quality assurance standards
  • Investigate customer complaints and non-conformance issues
  • Analyze data to identify areas for improvement in the quality guidelines
  • Identify individual Agent training needs and organize training interventions to meet quality standards
  • Assure ongoing compliance with quality
  • Weekly calibration sessions with Team Manager

What we’d love to see:      

  • 1 year experience in a customer service related position is preferred (call center, restaurants, retail, etc.)    
  • Exemplary written and verbal communication skills
  • Strong analytical skills 
  • 8.5 interactions/hr, 90% satisfaction preferred                                                                                                                     

Benefits and Perks:

  • Basic Compensation: $65,000 - $75,000
  • Comprehensive health benefits (medical/dental/vision) where Melio pays a majority of the monthly premiums 
  • Competitive compensation plans
  • 401K matching
  • Flexible PTO
  • Stocked kitchen full of snacks, drinks, coffee and much more!
  • Extensive career growth and development opportunities throughout a growing startup

About us: 

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. Melio is a B2B payments experience that not only saves time but also significantly improves cash flow. We aid to make the payment workflow so simple it helps businesses focus on their customers, not their back office. With a company that works in the heart of Soho, the Melio team has continued to grow exponentially. Our faMELIO is made up of hardworking go-getters. We love to celebrate the successes of our team, and the continued success of our growing company! 

Here at Melio, culture is one of our biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. Regardless of gender, age, race, nationality, sexual orientation, parental status, or disability, Melio will consider all qualified applicants during our process as we are proud to be an equal opportunity employer. Even if you’re on the fence about applying to an open role, please throw your specs in the mix -- we’d love to connect with you!

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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • SmartsheetManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • ZendeskCRM
    • LinkedIn NavigatorCRM
    • CrunchbaseCRM
    • MailChimpEmail
    • Google SuiteEmail
    • ZoomInfoLead Gen

Location

Located in the heart of Downtown Denver, just blocks from Union Station, the Dairy Block and Coors Field.

An Insider's view of Melio

What are some social events your company does?

We’ve done everything from a team building scavenger hunt around Manhattan, to an in-house coffee tasting. From happy hours to baking classes, the team has built relationships both inside and outside of the office. We’re set up for success to be able to work hard but also build friendships through all of the company wide activities we do together!

Ilya Shapiro

Customer Success Team Lead

What projects are you most excited about?

The team has worked cross-functionally to get Employee Resource Groups up and running. We have cohorts focusing on DEI initiatives, volunteering opportunities within the community, cultural partnerships to foster learning and development, and much more. We are constantly getting the team involved to promote learning and development across Melio.

Roohi Ahuja

Diversity, Equity and Inclusion Manager

How does the company support your career growth?

I have grown from an associate to a senior associate and now into a manager and have received tremendous amounts of support and mentorship from leadership along the way. The team has really set me up for success with regard to my personal growth, as well as ensuring that I am prepared to help my peers and direct reports succeed.

Hannah Wolfberg

Payment Operations Recovery Manager

How do you make yourself accessible to the rest of the team?

Accessibility starts with creating a strong team bond and safe working space. We do daily team stand-ups to reflect on deliverables and work together to solve any bottlenecks. Along with weekly one-on-one meetings, we are always in touch throughout the day on Slack. My goal is to create an environment where people feel great working with leaders!

Debbie Stevens

Head of Sales & Customer Success Operations

How does your team reward individual success?

The team is constantly learning and growing from each other. Alongside a live shout-out Slack channel, during weekly meetings with the entire team leaders are highlighting the people that had a strong week or made impact on a colleague. Being a top performer and great team player never goes unnoticed, and we work together to bring success entirely!

Patrick O'Neill

Account Executive

What are Melio Perks + Benefits

Melio Benefits Overview

Here at Melio, our culture and our people are some of the company's biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. We champion and continue to build upon our employee experience, which drives collaboration, transparency and overall development on an individual and team level.

Culture
Volunteer in local community
Melio participates in local volunteer activities that focuses on supporting small businesses across the country.
Friends outside of work
Eat lunch together
Intracompany committees
Melio has committees that focus on DEI initiatives along with company-wide events. From celebrating LatinX Heritage Month to our themes happy hours, we have a committee to support the roll-out!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Melio is proud to have a management team that is as diverse as our staff, and we work collaboratively to focus on continuous improvements of our DEI initiatives.
Unconscious bias training
All hiring managers at Melio go through an intensive unconscious bias training to ensure that we are continuing to champion diversity and inclusion, especially with hiring!
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have DEI Resource Groups that our employees are heavily involved in. And if we don't have the resource group that an employee is looking for, they are encouraged to lead it!
Hiring Practices that Promote Diversity
Diversity, Equity and Inclusion is top of mind while hiring. We do hiring manager training specifically designed around continuing to promote DEI in the Melio team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Vision Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Health Insurance Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Melio's team fitness initiatives include in-office yoga, in-office fitness classes, even virtually as well!
Mental Health Benefits
Melio provides the Employee Assistance Program through JustWorks. We also provide direct counseling services along with tools through JustWorks to continuously promote positive mental health!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Melio automatically grants 3% to all employees.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Melio has continued to keep our community top of mind, where we continue to run programs to donate and match charitable contributions to organizations around the world.
Child Care & Parental Leave Benefits
Child Care Benefits
Melio has granted a child care stipend to employees to cope with the difficulties of COVID-19.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Melio is currently working from home due to the circumstances of COVID-19. We have continued to keep our culture and employee experience at top of mind to create the best working environments.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Melio offers pre-tax commuter benefits for all employees.
Company Outings
Game Room
Stocked Kitchen
Melio has a fully stocked kitchen including unlimited snacks, coffee, tea and much more!
Some Meals Provided
Employees get free lunch on Thursday. We have implemented a Seamless partnership that subsidizes free meals while working from home due to COVID-19.
Happy Hours
Pet Friendly
Recreational Clubs
Home Office Stipend for Remote Employees
We have provided a stipend to be sure our employees have the best working environment while working from home due to COVID-19.
Professional Development Benefits
Job Training & Conferences
Melio offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications

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