Quality Assurance Specialist, Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct quality assurance monitoring across all departments in the call center, including Operations, Enrollments, Customer Success, and Settlements Teams

• Identify opportunities for enhancement

• Assess customer interactions through phone, social media, email, and chat, and establish performance metrics

• Generate and maintain precise, timely quality-monitoring reports

• Safeguard and implement suitable controls and processes for organizational growth, including ongoing control testing protocols

• Provide comprehensive feedback and ensure consistent follow-up with all teams

• Suggest modifications to policies and procedures based on quality-monitoring insights

• Inform relevant departments about necessary updates to manuals, tools, and other written resources

• Keep abreast of current technology trends, concepts, and best practices

• Undertake special projects as assigned

• Collaborate with upper management to present findings and propose strategic objectives

⛳️ Requirements

• Bachelor’s Degree or equivalent relevant QA experience

• 1–3 years of QA experience (preferred)

• Dedication to excellence and maintaining high standards

• Exceptional interpersonal communication skills and the ability to engage with all levels of the organization

• Strong attention to detail and accuracy

• Excellent organizational, problem-solving, and analytical abilities

• Proven capability to be an effective team player, offering proactive solutions in a dynamic environment

• Commitment to maintaining integrity and managing highly confidential information with professionalism and tact

🏝️ Benefits

• Equal opportunity employer

• Innovative lending solutions and personalized support are integral to the company mission