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Quality Assurance Specialist
Above Lending, Inc. is a next-generation financial services company. We provide simple and transparent products aimed to help our clients achieve their personal finance aspirations and take control of their debt. With competitive rates and personalized support from our loan specialists, our mission is to simplify the lending process and help borrowers attain financial well-being. We are passionate about making credit more affordable and accessible, and we’re committed to helping our clients accomplish their goals.
The Quality Assurance Specialist will apply precise program knowledge by assessing the quality and accuracy of contact center inbound and outbound customer interactions. Aiming for excellence, the Quality Assurance Specialist will be responsible for documenting trending results and identifying room for increased productivity and improvement. This role interfaces with upper management to report findings, and recommend new strategic objectives aligning with Beyond Finance vision and mission.
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
What We Look For:
- 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
Why join us?
We are looking for great people to join a fast-paced, growing, and innovative business. For eligible fulltime employees, we offer:
- Considerable employer contributions for health, dental and vision programs
- Generous personal time-off
- 401(K) match
- Merit advancement opportunities
- Career development & training
More importantly, our team spirit and culture are what really sets us apart as a company. We’re a world-class company that loves what we do…and we have fun doing it!