Bluevine
Financial Services
QualityAssuranceAnalystII
Neural analysis suggests this role is
optimal for Mid candidates.
“Quality Assurance Analyst II at Bluevine. Skills: Quality Assurance, Performance Analysis, Customer Experience. Conduct audits across calls, chats, and emails. Maintain audit accuracy and meet quotas”
What You'll Achieve.
Drive improvements in quality, consistency, and customer experience; Improve agent performance and operational outcomes; Track impact of improvements; Ensure accountability and improvement
Industry & Context.
Analytical skills; Identify trends; Draw insights from data; Articulate problems; Recommend practical solutions; Identify process gaps; Analyze quality data; Translate insights into recommendations
What They're Looking For.
Must Have
3-4 + years of relevant experience in quality assurance, control, or monitoring, analytical skills with the ability to identify trends and draw insights from data, Proven ability to articulate problems and recommend practical solutions, Experience with QA reporting and performance analysis, Excellent written and verbal communication skills, Ability to provide structured, actionable feedback and coaching, Ability to work independently with minimal supervision, attention to detail and consistency in evaluations, Experience in US Banking or financial services
Nice to Have
Experience handling executive escalations or high-risk customer interactions, Experience supporting calibration sessions and QA for QA, Familiarity with QA tools, CRM systems, and reporting platforms, Leverage QA tools, automation, and AI-assisted solutions to improve efficiency and quality insights, Utilize AI tools (e.g. , conversation analysis, auto-scoring, summarization) to support QA evaluations and reporting, Apply basic prompt engineering techniques to extract insights, analyze interactions, and enhance QA workflows
What You'll Do.
Conduct audits across calls
Maintain audit accuracy and meet quotas
Identify quality gaps and process inefficiencies
Propose solutions and recommendations to manager
Contribute to improving processes and training content
Own and maintain QA reporting
Analyze QA results to identify trends
Correlate QA insights with CSAT and complaints
Review and evaluate executive escalation interactions
Deliver detailed QA reports for escalations
actionable feedback through coaching
Partner with managers on performance expectations
Support calibration sessions and listening reviews
Review QA evaluations by other analysts
Provide feedback to QA team members
Work cross-functionally to address quality issues
Implement improvements
Contribute to QA initiatives and frameworks
How You'll Work.
Team & Collaboration
Work cross-functionally to address quality issues; Partner with managers and team leads; Contribute to calibration sessions; Collaborate with Operations
Communication Scope
Excellent written and verbal communication skills; Articulate problems clearly; Deliver detailed QA reports; Communicate findings clearly
Full Job Description
About Bluevine Bluevine is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best-in-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best. Since 2013, we’ve supported more than 750,000 small businesses nationwide. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, our 500+ person global team shares one mission: to give small businesses the financial tools they need to succeed. We’re innovators driven by big ideas, collaboration, and real impact. Here, you’ll have the freedom to take ownership, grow your career, and make a difference for small business owners across America. Ready to shape what’s next? This is a hybrid role. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline. ABOUT THE ROLE: As a Quality Assurance Analyst II, you work within your function under your assigned supervisor or lead while operating with increased independence and judgment. You are responsible for evaluating customer interactions, identifying performance gaps, and proactively driving improvements in quality, consistency, and customer experience. In this role, you are expected to articulate problems clearly and propose actionable solutions to your manager or lead. You play a key role in identifying process gaps, analyzing quality data, and translating insights into meaningful recommendations that improve agent performance an
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