Technical Implementation Specialist – QA Analyst at CHIME FINANCIAL INC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

114800.0

Posted On

06 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, System Observability, Issue Triage, Regression Testing, Bug Investigation, API Behavior, Technical Documentation, Cross-Team Collaboration, Contact Center Technologies, Observability Platforms, Test Case Development, Communication Skills, System Monitoring, Routing Logic, UAT Checklists, Technical Support

Industry

Financial Services

Description

About the Role The Technical Implementation Specialist – QA Analyst is a critical member of Chime’s OMX Systems Engagements Team - a lean, highly technical group responsible for ensuring that the systems powering Chime’s Support experience are reliable, well-tested, and continuously monitored. This role centers on quality assurance, system observability, and issue triage. You will be the first line of defense for validating new system releases, running regression tests, chasing down bugs, and ensuring our support platforms (IVR, ACD, chat, and automation) perform reliably and consistently. While you won’t write production-grade code, you’ll work hands-on with system configuration, test workflows, logs, API responses, routing logic, and real-time alerts to catch and address issues before they affect agents or members. You’ll also be responsible for monitoring platform health, performing scheduled checks, building observability dashboards, and maintaining internal documentation. You’ll collaborate closely with cross-functional teams across Engineering, Product, and Operations to reproduce issues, drive fixes, and ensure confidence in every deployment. If something breaks or behaves unexpectedly in the support stack, you’ll be the one validating it, investigating it, and helping drive resolution. This role is ideal for someone who loves digging into system behavior, building trust in technology through repeatable QA practices, and keeping a finger on the pulse of technical operations. The base salary offered for this role and level of experience will begin at $82,620.00 and up to $114,800.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. 🛠 What You’ll Do Quality Assurance & Release Validation End-to-end QA planning, test case development, and execution across IVR, ACD, chat, and automation systems. Drive regression testing, UAT, and release validation for both internal builds and vendor-delivered changes. Conduct smoke testing post-deployment and monitor early indicators of system issues or degradation. Bug Investigation & Issue Triage (Core Responsibility) Serve as the primary responder for bugs, platform issues, and system anomalies surfaced by CX, WFM, VendorOps, Product, or Engineering. Investigate issues using logs, routing logic, API behavior, and system state to identify root causes. Collaborate with Engineering and Vendor teams to track issues through resolution, documenting impact and outcomes. Maintain a “known issues” catalog with reproduction steps, contributing to knowledge reuse and faster resolution times. Systems Monitoring & Observability Build and maintain dashboards for system health monitoring using tools like Datadog or equivalent. Define and refine alerting thresholds for IVR dropouts, API latency, queue misrouting, and other critical events. Perform regular environment checks (Dev, QA, Prod) and escalate abnormalities with clear risk descriptions. Track system reliability trends over time and flag areas for long-term improvements. Technical Documentation & SOPs Create and maintain technical SOPs related to QA processes, system validation steps, and incident resolution workflows. Support broader team documentation including test artifacts, system logic flows, and partner onboarding guides. Collaborate with Operations Enablement leads to ensure documentation is accessible, accurate, and regularly refreshed. Cross-Team Collaboration Work with Implementation Specialists to validate routing updates, system logic changes, and new member experiences. Partner with Product and Engineering to align test plans and ensure clear defect reporting and fix verification. Support vendor-side QA efforts and own coordination around release handoffs and validation gates. Act as the QA point of contact during incidents, providing context, logs, and test results to drive faster resolution. ✅ Must-Have Qualifications 2–3 years of experience in technical QA, systems operations, platform testing, or technical support. Familiarity with contact center technologies such as IVR, ACD, CRM, or chat platforms. Demonstrated ability to debug systems using logs, error responses, API requests, and routing logic. Experience with observability platforms (e.g., Datadog, Kibana, Sentry, Splunk). Proven ability to create and execute structured test cases, regression protocols, and UAT checklists. Strong written and verbal communication skills, especially for technical documentation and issue reporting. Comfort working across UI-based tools and backend configuration environments. Experience collaborating with stakeholders across Product, Engineering, and Operations. 🌟 Nice-to-Haves Experience building or managing automated test suites (e.g., Postman, Cypress, Playwright). Prior QA experience in contact center or support system environments. Understanding of REST APIs and experience validating system integrations and response handling. Background coordinating with third-party vendors on defect resolution and testing workflows. 🧠 About You You’re someone who thrives on catching the details others miss, who brings curiosity and ownership to ambiguous bugs, and who values precision in both systems and communication. You enjoy building confidence in technical systems through rigorous QA, helping partner teams launch with confidence, and preventing avoidable issues from reaching production. You see monitoring, QA, and documentation not as checkboxes—but as the foundations of long-term system reliability. #LI-MM1 #LI-Remote A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential. Because if we don't—who will? *Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. What we offer for our full-time, regular employees 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.** 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute** 💰 Competitive salary based on experience** ✨ 401k match** plus great medical, dental, vision, life, and disability benefits 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off** 🫂 1% of your time off to support local community organizations of your choice 👟 Annual wellness stipend to use towards eligible wellness related expenses 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!** 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress** **Perks also available to Chime Interns. We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals. Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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Responsibilities

The role involves quality assurance, system observability, and issue triage, serving as the first line of defense for validating new system releases and ensuring reliable performance of support platforms. Responsibilities include monitoring platform health, performing scheduled checks, and collaborating with cross-functional teams to drive issue resolution.