Quality Assurance Specialist, Operations

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Role Introduction

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In this role, you will evaluate client support projects and administrative duties in the office behind the scenes to identify areas for improvement and offer actionable suggestions. Your expertise will contribute to improving the customer experience, boosting agent efficiency, and maintaining company standards within Operations.

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The Responsibilities

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• Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
• Evaluate back office task-handling: Review the back office team’s handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
• Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
• Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
• Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
• Report and track metrics: Compile and report on team performance trends
• Cross-functional collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.

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Requirements

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• Experience: Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
• Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
• Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
• Remarkable communication: Effective, succinct, and positive feedback abilities, encompassing both written and spoken, to engage with agents and management.
• Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software (e.g., Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM).
• Problem-solving: A proactive approach to help address challenges and make improvements.
• Team-oriented: Ability to collaborate with various functions to support Operations’ quality and customer satisfaction goals.

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Preferred Qualifications

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• Experience working with BPO teams: Experience evaluating and delivering feedback to BPO teams and leadership.
• Experience in training or coaching: Experience providing agent coaching, training, or mentorship.
• Familiarity with financial industry regulations: Familiarity with regulations that govern financial institutions and fintech companies is a plus.
• Fluency in Spanish: Experience communicating effectively in both written and spoken Spanish to support bilingual environments.
• Proficient in leading all aspects of automated quality assurance systems to improve agent performance.