Assess and monitor inbound/outbound contact center interactions across multiple channels, document trends, create quality reports, recommend process and policy improvements, and communicate feedback to teams and management.
Above Lending is a next-generation financial services company helping everyday Americans break the cycle of high-cost debt and move toward a stronger financial future. Through customized lending solutions, competitive rates, and personalized support, our mission is to simplify the lending process and help our clients achieve financial well-being. We are committed to making credit more affordable and accessible; backed by a culture grounded in compliance and ethics, and technology built around the people we serve.
We are growing quickly, and we are looking for new collaborators to help us reach the next level. If you want to join a forward-thinking, rapidly growing organization where helping people is the number one goal, we want to hear from you.
The Quality Assurance Specialist will apply precise program knowledge by assessing the quality and accuracy of contact center inbound and outbound customer interactions. Aiming for excellence, the Quality Assurance Specialist will be responsible for documenting trending results and identifying room for increased productivity and improvement. This role interfaces with upper management to report findings and recommend new strategic objectives aligning with Above Lending's vision and mission.
You will
- Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams
- Identify areas for improvement
- Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance
- Create and track accurate, timely quality-monitoring reports
- Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls
- Communicate detailed feedback and consistent follow up with all teams
- Recommend policy and procedure changes based on quality monitoring observations
- Update relevant departments regarding any changes required for all manuals, tools, and other written resources
- Stay current with contemporary technology trends/concepts and best practices
- Special projects assigned as necessary
You have
- Bachelor’s Degree or equivalent related QA experience
- 1-3 years QA experience (preferred)
- Commitment to excellence and high standards
- Excellent interpersonal communication skills and ability to interact within all levels or the organization
- High attention to detail and accuracy
- Strong organizational, problem-solving and analytical skills
- Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment
- Commitment to ensuring integrity and ability to manage highly confidential information with professionalism and tact
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