The Role
We are looking for a self-motivated and detailed oriented Quality Specialist. The ideal candidates will have strong critical thinking skills and the ability to provide fair and accurate analysis of call center interactions. This role will play a key part in maintaining quality and compliance standards, identifying opportunities for process improvements, objective coaching feedback and supporting potential AI model training initiatives from a quality perspective. To be successful in this role, you’ll need effective prioritization, organization, and time management skills with a focus on accuracy.
Most importantly, we are looking for a team oriented individual who brings curiosity, accountability, and a passion for quality.
Problems You Will Solve
- Monitor and evaluate customer interactions (calls, chats, emails, etc) across multiple lines of business to ensure compliance with quality standards.
- Complete evaluations of a specified number of interactions based on LOB to support overall quality performance metrics.
- Provide professional and constructive feedback on trends, strengths and areas of opportunity within the feedback delivered.
- Support and provide commentary to calibration and learning sessions to ensure alignment and consistency in scoring based on current guidance and best practices.
- Contribute to the continuous improvement of quality assurance guidelines, scorecard and documentation by pointing out potential gaps and inconsistencies.
- Support special projects or other quality-related tasks as assigned by management.
About You
- Strong attention to detail with the ability to spot inconsistencies and ensure accuracy in every task.
- Critical thinking skills with a natural curiosity to ask ‘Why”.
- Self-starter who can work independently and with ambiguity. Ability to manage time effectively and prioritize tasks in a fast-changing environment.
- Comfortable with change and able to pivot quickly with changing priorities.
- Basic proficiency in Microsoft Excel and/or Google Sheets (e.g. working with filters, sorting data, using simple formulas)
- Clear and professional written communication skills. 6 months+ experience in call center quality or related role.
- Experience in the financial services or other highly regulated industry is a plus.
- Familiarity with customer interaction review processes and standards.
What We Offer
- The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
- The opportunity to work in a fast-paced environment with experienced industry leaders
- Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits
- A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot
#LI-AR1#IND1Apply for this job
