About Stori
Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.Stori is one of the top-funded startups in the region with US$250 million raised to date.
We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico’s Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.We welcome diversity of background, experience and thinking.
Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.
Job Description:QA Jr. Manager Collections
Role Overview: is responsible for overseeing the quality assurance processes within the operations team with a high focus on collections but also will lead customer support, and KYC QA teams. This role ensures that all activities comply with regulatory standards, company policies, and that customer interactions are handled with the utmost professionalism and efficiency. The QA Jr. Manager will also be involved in training and coaching team members to improve performance and achieve quality targets.
Key Responsibilities:
- Coordinate and oversee the efforts of a team of analysts conducting regular audits of collection calls, customer support interactions, KYC processes, and delivery operations to ensure compliance with company policies and regulatory requirements.
- Develop and implement quality assurance protocols and checklists across all relevant departments.
- Monitor and analyze quality assurance metrics and provide actionable feedback to department managers to improve performance.
Qualifications:
- Bachelor’s degree in Industrial Engineering or equivalent experience. We value talent and demonstrated capacity among all candidates.
- Solid experience in operations management, specially within Collections, ideally some in customer support or KYC.
- Proven track record of managing QA auditors before
- Expertise on all the steps of assessment modeling, auditing, reporting, feedback, data, reporting, etc.
- Proficiency in using management and analytical tools.
- Demonstrated ability to create and maintain a customer-centric culture.
- Strong knowledge of relevant laws and regulations.
- Excellent communication and interpersonal skills.
- Proven ability to train and coach team members.
- Strong analytical skills and attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
Skills and Competencies:
- Leadership: Strong leadership skills to manage diverse teams and drive operational excellence.
- Analytical Thinking: Ability to analyze complex data and make informed decisions.
- Customer Focus: A deep commitment to understanding and meeting customer needs.
- Strategic Planning: Ability to develop and implement effective operational strategies.
- Collaboration: Strong interpersonal skills to work effectively with various departments and external partners.
- Adaptability: Flexibility to adapt to changing operational demands and priorities.
- Customer-Centric Culture: Proven ability to instill and maintain a customer-focused approach within teams.
Modalidad 100% presencial de lunes a viernes de 8 am a 6 pm
What we offer
- Make a positive impact on the lives of our customers via financial inclusion
- Professional development opportunities
- International exposure & work experience
- Company swag
- Legally required benefits
