Last Updated on December 6, 2022 by Justin Bryant
Quality Assurance Specialist at Above Lending
Above Lending is a financial services company.
What you'll do:
- Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams
- Identify areas requiring room for improvement
- Evaluate customer interactions (via phone, social media, email, chat, etc), then 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 providing 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
Qualifications:
- 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
Benefits:
- Considerable employer contributions for health, dental and vision programs
- Generous personal time-off
- 401(K) match
- Merit advancement opportunities
- Career development & training
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