Robinhood

Customer Experience Quality Analyst, Payments

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What Robinhood is looking for in applicants

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we’ve built and have been recognized as:

  • Forbes Fintech 50 2021
  • Glassdoor Best Places to Work 2021 
  • Inc. Best-Led Companies 2021
  • TIME 100 Most Influential Company 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

The Customer Experience Quality Analyst, Payments is responsible for reviewing QC interactions for Robinhood Money (RHY) and ensuring our quality shared services teams are meeting our business requirements and customer expectations. You’ll be responsible for implementing our quality assurance program across the shared services. You’ll strategize quality by ensuring operational procedures are in line with standard operating procedures, performing assessments and tracking quality metrics, and use data to test and improve SLAs. You’ll ensure that Customer Operations is delivering the highest quality in customer experiences. You’ll work with your leadership team to identify trends, root cause analysis and solutions. This role will be critical to ensuring high standards of quality for RHY.

What you’ll do day-to-day:

  • Perform independent assessments of shared services frontline and QC work to ensure our business requirements and customer expectations are being met and that any issues are effectively identified, measured, monitored, and controlled
  • Identify training needs and improvement opportunities for program effectiveness
  • Follow written customer service policies and procedures for business activities and customer interactions
  • Use advanced knowledge to provide guidance in the design, assessment, implementation and/or administration of complex quality assurance/control programs, practices and policies
  • Identify and evaluate quality standards, measurements, and process improvements to ensure they are aligned with internal practices and customer expectations
  • Use quality methods and tools to identify, analyze, improve, and implement effective and efficient business solutions
  • Serve as a functional expert and coach to peers and team members and acts as a resource for escalated issues of an unusual nature
  • Regularly review quality processes to ensure they align with business goals and customer expectations

About you:

  • Bachelor’s degree or equivalent practical experience
  • 5+ years quality process design and quality assessment experience preferably in financial services
  • Good critical thinking , analytical and problem solving abilities to build a scalable program
  • Experience in analyzing data, identifying trends, and influencing decisions on recommended strategies to remedy issues
  • Drive continuous improvement of core processes to ensure quality is maintained while efficiency is optimized
  • Ability to produce, track, and display data in a digestible way
  • Excellent written/verbal communication and interpersonal skills
  • Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment
  • Highly developed sense of integrity and commitment to the success of RHY 

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

Want some tips on how to get an interview at Robinhood?

What is Robinhood looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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