Quality Assurance - Customer Support Analyst

As Marqeta’s Quality Assurance Analyst, you will work with our first-class Cardholder Support Quality Assurance team to oversee the risk operations of our clients. This role will be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us! The Impact You’ll Have Conduct tests and inspections of processes against policies, procedures and regulatory requirements to evaluate quality performance and ensure consistency of our BPO in scoring of the QA framework. Report on quality and CSAT performance, and track areas of improvement on multiple levels across internal and external stakeholders. Coordinate with other specialists to continuously improve and evolve the QA framework and scorecards. Work closely with our internal and external support and compliance teams to ensure all policies are being followed. Who You Are 1+ year experience in an Audit/Quality Assurance role, or similar experience in an oversight/compliance environment. Overall 3+ years of experience in Customer Support or payments/banking sector for US and/or European customers. Bachelor’s degree in risk management, business, economics, communications, statistics, finance or related field or equivalent experience Strong analytical and problem-solving skills, with the ability to analyze trends, uncover opportunities, and make recommendations for improvement. Great organizational skills with a proven ability to prioritize, manage, and deliver multiple, complex projects on time. Desire to build and implement new processes to improve customer experience and increase efficiencies of our support operations teams. Excellent interpersonal, verbal, written communication, and presentation skills, with a proven ability to work with and influence cross-functional teams. Positive outlook and supportive attitude, with a commitment to constructive feedback and coaching. Your Manager Mauro Martino Recruiter For This Role Agata Wojciechowska Typical Process Application Submission Recruiter phone call Hiring manager video call Virtual “Onsite” consisting of 3 x 45 min calls Offer! Compensation and Benefits When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in PLN, is: 136,800 - 171,000. The bonus target for this position is 10% of the applicable base salary, subject to the plan terms and meeting eligibility requirements. Along with monetary compensation, Marqeta offers: Monthly stipend for your home office equipment and connectivity Annual development stipend to support your growth and development Pension Scheme provided by Allianz Employee health through Luxmed with employee cover paid at 100% by Marqeta Four floating holidays as additional paid days off to your annual leave entitlement In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite MultiSport Plus membership offerings At this point, we hope you're feeling excited about the role. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so again, don’t hesitate to apply — we’d love to hear from you. About Marqeta Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all. Marqeta’s Values – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.