Call Center Quality Assurance Analyst

| Chicago
Who We Are:
Braviant Holdings is a leading provider of analytics and technology-driven alternative financing solutions for consumers. We currently operate two brands: Balance Credit and Chorus Credit.
With an office in downtown Chicago, we are growing rapidly and looking for smart, passionate people to help us develop into a market leader in the fast-growing fintech space. Our industry is anticipated to grow up to 10x in the next 10 years. Come join us as we work together to streamline the borrowing process and transform how people access credit online.
The Role:
Our Operations Team is looking for an Operations Quality Assurance Analyst for both Braviant Consumer products (Balance Credit and Chorus Credit). This is a high impact role at an early stage company responsible for creating and upholding all operations standards. In this role, you will partner with Braviant’s call center vendor, Promovere Servicing, to oversee the health and effectiveness of the internal QA program. You will learn all internal operations processes and ensure they are adhered to by the Promovere team.
The Call Center Operation Support Analyst will report to the Head of Operations and be responsible for performing QA audits and coaching Promovere’s QA team on their audit findings.
 

Primary Responsibilities:

  • Perform daily quality reviews of Promovere call center associates to ensure quality standards and processes are upheld
  • Provide routine feedback to the Chicago and Promovere Management Team to continue to improve customer experience.
  • Monitor the health of the QA program and ensure the Promovere QA team is adhering to Braviant’s QA monitoring program.
  • Participate in a weekly QA calibration meeting with the Promovere team
  •  Provide input and assist with the development of additional training or process improvements

Required Skills:

  • Ability to coach and provide feedback on an process deviations detected.
  • Strong customer service focus and interpersonal skills
  • Excellent written and oral communication
  • Flexibility and ability to quickly adapt to change, self-motivator

Differentiating Factors:

  • Bachelor’s degree
  • Fluent in English and Spanish
  • Experience in a call center, retail or high volume work environment with time in a Quality Assurance role as a plus
  • Knowledge of MS office products and/or Google Suite with basic Excel/Google Sheets experience
  • Training development

Target Service Level / Performance Expectations:

  • Meet or exceed all individual and department goals, with an emphasis on call quality scores and error rates
  • Adhere to all company policies, procedures, and practices
  • Ability to quickly implement feedback, coaching, and training as provided

Looking for perks?• 3% 401K employer contribution that is immediately vested• Health benefits? We’ve got you fully covered.• Flexible work schedule with results-based culture• Generous PTO• Annual professional development allowance • Fully stocked kitchen• Casual dress code• Team building events and happy hours• Significant career upside as our business grows

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

Our company is located in the heart of the Loop with great access to public transportation, coffee shops, and restaurants.
33 N. LaSalle Street, Suite 800, Chicago, IL 60602

An Insider's view of Braviant Holdings

How would you describe the company’s work-life balance?

This is one of the things that I really appreciate here at Braviant! I feel like it's encouraged to have a healthy work-life balance. People respect the fact that you have a life outside the office and if something comes up, they are super flexible with you to take care of it.

Debi G.

Marketing Associate

How do you collaborate with other teams in the company?

We have a very open, small office that makes cross-team collaboration easy. The simplest way is to walk across the room and have a brief chat! No matter how people reach out, though, direct communication between teams is the norm -- no routing through managers or a complicated bureaucracy.

Dan B.

Senior Data Engineer

What does career growth look like on your team?

At Braviant, career development is what you make of it. There's plenty of opportunities and the sky is the limit!

Jen C.

IT Operations Manager

How do your team's ideas influence the company's direction?

As a leader, I strongly believe that it's not my job to come up with all the ideas - it's my job to foster an engaging, collaborative environment where every single person on the team has a voice and can contribute to the company's strategy and road map.

Stephanie K.

CEO

How do you collaborate with other teams in the company?

We're a small group, so collaboration is really just a matter of walking over to whomever you need to talk to and figuring things out. Everyone is willing to help because we're all focused on the same goals.

Jeff C.

Chief Architect

What are Braviant Holdings Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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