Quality Assurance Specialist, Contact Center

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $25 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Above Lending

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Above Lending is a financial company that markets, brokers, and originates unsecured consumer installment loans. Operating in cooperation with Lending Partners, Above Lending provides personalized loan offers based on credit determination and state law. Through their platform, individuals can find, review, and finalize their loans with ease. Above Lending takes precautionary measures to comply with federal laws aimed at preventing terrorism financing and money laundering, ensuring client identification during account openings. Their customer service is highly rated, as evidenced by a TrustPilot score of 4. 8 based on numerous positive reviews.

📋 Description

• Perform quality assurance monitoring for all departments within the call center, including Operations, Enrollments, Customer Success, and Settlements Teams • Identify areas for improvement • Evaluate customer interactions via phone, social media, email, and chat, and develop performance metrics • Create and track accurate, timely quality-monitoring reports • Protect and implement appropriate controls and processes for organizational growth, including ongoing control testing protocols • Communicate detailed feedback and consistent follow-up with all teams • Recommend policy and procedure changes based on quality-monitoring observations • Update relevant departments on required changes to manuals, tools, and other written resources • Stay current with contemporary technology trends, concepts, and best practices • Complete special projects as assigned • Interface with upper management to report findings and recommend strategic objectives

🎯 Requirements

• 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 of the organization • High attention to detail and accuracy • Strong organizational, problem-solving, and analytical skills • Demonstrated ability to be 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

🏖️ Benefits

• Equal opportunity employer • Innovative lending solutions and personalized support are part of the company mission