We are looking for an outstanding team member to join our newly formed quality assurance team, with a focus on monitoring and scoring company calls.
Essential Duties And Responsibilities:
- Review and complete quality assurance evaluations on agent-customer interactions
- Provide specific and constructive feedback when scoring interactions
- Enforce company policies and procedures
- Understand roles & responsibilities of call center agents to provide feedback regarding process improvements
- Promote compliant financial practices through timely recognition and communication of potential risk
- Utilize communication technology platform to generate evaluations and QA reports
- Regular and timely communication with, and report directly to, the Quality Assurance and Training Leader
- Maintain strict level of confidentiality among colleagues, customers, and peers
- Identify training opportunities that will drive quality improvements across the organization
Requirements:
- Fluent in English, Spanish & Portuguese
- At least 1 year of experience in a call center environment
- At least 1 year of Quality Assurance experience preferred
- Proficient with Google Suite (or similar software)
- Ability to work proficiently in a remote, WFH location
- Experience using TalkDesk or similar VOIP a plus
The Ideal Candidate would be…
- Fluent in English, Spanish & Portuguese
- Available to work, remotely, full-time
- Strong attention to detail and has exceptional organizational skills
- Shows integrity in the workplace and understands the importance of maintaining compliance with regulatory standards
- Comfortable providing constructive feedback and guidance to peers and colleagues
- Excited by the idea of constant change
- You are comfortable being uncomfortable
- A team player
- You readily help others and are very comfortable asking for help for yourself
- Excited to take on new tasks as they come up and solve problems in real time
We believe:
Diversity is a competitive advantage - We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.
Compassion is a strength - We care about our customers and look to build long-term relationships with them.
Simplicity is a key feature - We work hard to make our forms and processes as painless and intuitive as possible
Honesty and transparency are non negotiable - We incorporate these traits in all of our interactions.
Financial opportunity belongs to everyone - We work every day to improve lives by extending this opportunity.
If you believe these things too then we would love to hear from you!
