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 Ops Support Manager
- 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
- 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 & PortugueseAvailable 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
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 possibleHonesty 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!
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!
United States only
