Specialist, Quality Assurance

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement education and healthcare savings needs. Today Vestwell enables over 350000 businesses and nearly 1.5 Million active savers with over $30 billion in assets saved across all 50 United States.

Vestwell offers a range of products including workplace-delivered retirement plans employer-offered student loan repayment benefits and various savings accounts for education emergencies and individuals with disabilities.

Vestwells platform serves a diverse clientele including financial advisers employers third-party administrators financial institutions payroll providers government agencies and individual savers. To learn more

Who Are We Looking For

Were seeking an experienced and detail-oriented Quality Assurance Specialist to elevate quality across Vestwells Employer Service teams. This role owns the end-to-end quality assurance ecosystemensuring onshore and offshore teams meet Vestwells high standards reviewing service interactions (email chat and phone) and driving continuous improvement in client experience.

The ideal candidate combines analytical rigor with coaching finesse: identifying performance gaps partnering with managers to refine training and playbooks and turning insights into action. Youll play a pivotal role in safeguarding service accuracy professionalism and consistencyupholding Vestwells commitment to exceptional client care.

You are also energized by developing others: youll design and lead training that ramps new hires quickly reinforce QA best practices for tenured team members and serve as a go-to resource for upskilling across the Employer Service organization.

What Will You Be Doing

Day-to-day you will be expected to:

• Oversee and execute QA reviews across all employer service channelsemail chat and phoneto ensure accuracy compliance and alignment with Vestwells service standards.
• Conduct regular audits of client interactions delivering clear actionable feedback that drives measurable performance improvement.
• Own the training lifecycle for new and existing team members including designing training content building and maintaining training calendars and coordinating with people leaders to align training with business priorities.
• Lead live training sessions and workshops focused on soft skills and product/process changes for new hires and tenured associates.
• Facilitate shadow sessions and call/listenin calibrations so new hires and existing team members can observe best-in-class interactions and practice applying QA expectations in real time.
• Host regular office hours for new hires and the broader team as needed providing a dedicated forum for questions scenario walkthroughs and deep dives on QA findings and trends.
• Assist with onboarding activities for new Employer Service team members including systems and tools walkthroughs and earlytenure calibration to ensure consistency in quality and tone
• Partner with service managers to evolve training materials scorecards and playbooks ensuring QA insights translate into improved coaching and agent readiness.
• Analyze performance data and trend reports to surface systemic issues inform root-cause analyses and guide continuous improvement initiatives.
• Maintain and refine QA rubrics to ensure consistency fairness and scalability across onshore and offshore teams.
• Monitor service queues and SLAs assisting in triage or escalation management when quality or timeliness is at risk.
• Collaborate cross-functionally to strengthen quality control processes reduce friction across handoffs and ensure a seamless professional client experience.
• Uphold Vestwells commitment to excellence by embedding quality discipline into daily operations and reinforcing a culture of accountability and client focus.

Requirements

The Necessities:

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Strong time management and organizational skills
• Strong commitment to superior customer service
• Positive and proactive attitude
• Proficiency is required with Excel/Google Sheets Word/Google Docs Adobe Acrobat Zendesk and Slack
• Excellent attention to detail and accuracy
• Demonstrated experience coaching mentoring or training team members (e.g. leading trainings facilitating shadow sessions or supporting onboarding) and comfort presenting to small groups and 1:1

The expected base salary range for this position is $70K - $80K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

This role will be based in either the New York City Austin King of Prussia or Phoenix office and will be part of Vestwells hybrid in-office operation.

OUR BENEFITS

Were an innovative high-growth company with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy but all employees are welcome at our bright comfortable office with many workspace options in our Midtown Manhattan Austin King of Prussia and Phoenix offices so everyone has a setting that is the most productive for them. Oh and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1-2 conversations about Vestwell your experience and your interests. Next steps can vary by role but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer a portfolio review for a Designer deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well.Before making an offer our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer.We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from any other domain not ending not our Recruitment team.

VestwellsPrivacy Policy.Attention California residents: In the course of conducting our business and complying with federal state and local government regulations governing such matters as employment tax insurance etc. we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here:Vestwells California Privacy Rights Policy.