Sr Quality Assurance Analyst
Sr Quality Assurance Analyst
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Job Description
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
At BILL we listen learn and leadfostering collaboration and a drive for continuous growth. Were committed to building a diverse and inclusive workplace that values each persons unique skills and experiences. Even if you dont meet every requirement wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
We are looking for a talented enthusiastic and dedicated individual who is passionate about quality and eager to make a meaningful impact on the customer experience. As a Senior Quality Assurance Analyst youll play a critical role in ensuring that our Customer Experience Operations team (CXO) delivers exceptional service.
The Quality team is currently undergoing rapid growth and transformation as we expand our scope refine our existing programs and scale new initiatives. Were looking for someone who thrives in fast-paced ambiguous environments can pivot quickly as priorities shift and is excited by the opportunity to help shape what Quality looks like at scale.
In this role youll be responsible for auditing customer interactions across multiple channels identifying trends and insights through data analysis and using that information to influence decisions and drive measurable improvements. Youll use tools like Excel Google Sheets and SQL to surface patterns and youll bring those insights to life through compelling storytelling and presentations to CXO leadership and cross-functional partners. Youll also provide structured feedback to frontline teams and collaborate closely with operations and training leaders to improve performance and the overall customer journey.
Key job functions:
- Audits customer interactions across CXO to evaluate quality policy adherence and customer experience
- Provides actionable structured feedback to advocates and frontline teams via internal Quality Management System
- Collaborates with CXO Leadership to identify coaching opportunities and close training or performance gaps
- Analyzes audit and support performance data to identify patterns root causes and improvement opportunities across lines of business
- Creates and maintains dashboards and reports using advanced Excel Google Sheets and SQL (as applicable) to provide visibility into quality trends and performance insights.
- Synthesizes audit findings and performance data into compelling actionable insights for leadership and cross-functional stakeholders
- Presents data narratives to CXO leadership and partner teams to influence QA strategy and drive operational change
- Contributes to the design and optimization of QA scorecards metrics and performance frameworks aligned to business goals
- Supports the implementation and enhancement of AI-enabled QA tools focusing on measurement and adoption
- Prepares internal and external quality audit reports for team and leadership review
- Participates in regular calibration sessions with the Quality team and operational leaders to maintain consistency and shared standards
- Helps drive the Quality Assurance teams success by contributing to team mustdeliver goals
- Mentors and coaches fellow Quality Assurance team members to support ongoing development and promote a culture of continuous improvement
Wed love to chat if you have:
Required Qualifications:
- Bachelors Degree or equivalent experience
- 3 years of experience in a Quality Assurance or Quality Analyst role in a high-volume contact center
- Proven ability to conduct detailed quality audits across multiple channels (chat email voice) and back office teams
- Strong analytical skills with experience identifying trends and recommending improvements based on performance data
- Advanced proficiency in Excel and Google Sheets (e.g. pivot tables conditional logic lookups array formulas)
- Experience designing or maintaining QA dashboards or scorecards
- Excellent written and verbal communication skills including the ability to present insights and tell a clear story using data
- Ability to multitask prioritize and manage time effectively in a fast-paced cross-functional environment
- Strong understanding of support metrics and customer experience KPIs
- Demonstrated experience giving actionable empathetic feedback to customer-facing teams
Preferred Qualifications:
- SQL experience or ability to extract and analyze data from large datasets
- Familiarity with QA tools such as MaestroQA
- Experience working with or auditing BPO/offshore teams
- Exposure to AI tools or initiatives related to customer support quality
- Prior experience working in a financial services or fintech company
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
The estimated base salary range for this role is noted below for our office location in Draper UT. Additionally this role is eligible to participate in BILLs bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
Whats in it for you
Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100% paid employee health dental and vision plans (choose HMO PPO or HDHP)
- HSA & FSA accounts
- Life Insurance Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11 Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Senior IC
Employment Type
Full Time
