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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
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • PowerpointDesign
    • WebflowDesign
    • ConfluenceManagement
    • JIRAManagement
    • IBM Watson/SilverpopEmail

Location

Our company is located in the heart of the Loop with great access to public transportation (both Metra & CTA), coffee shops, and restaurants.

An Insider's view of Braviant Holdings

What’s the vibe like in the office?

Our office is relaxed and friendly but at the same time focused on what we can get done every day to contribute the most to the success of Braviant. Monthly office happy hours makes it easy for co-workers from different teams to get to know each other, which helps promote a more collaborative environment when solving problems.

Michael S.

Staff Accountant

What does your typical day look like?

What I love about Braviant is there isn't a "typical day" which can often become mundane. Braviant is fast moving and given it's startup, it means that its employees have to wear multiple hats from time to time so one can see multiple facets of the business in a short period of time.

Lonnie H.

Capital Markets Manager

What makes someone successful on your team?

A can-do attitude and a healthy balance of understanding the bigger picture and knowing when to dig into the details.

Emily M.

Associate Director of Operations Strategy

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?

Here at Braviant, we collaborate across function seamlessly to tackle challenges and sprint for goals together. As a lead in data science team, my scope is not just limited to data crunching. On a day to day basis, I work closely with various team to tackle different challenges, as our business is in hyper growth period.

Kay H.

Analytics Lead

What are Braviant Holdings Perks + Benefits

Braviant Holdings Benefits Overview

Though still a startup, our benefits rival those of larger, more mature organizations. Employees participate in focus groups to discuss what they like most about working at Braviant and what we can do better. We also survey and vote on key culture initiatives such as what our company values should be or which new benefits we should offer.

Based on this feedback, we recently enhanced our employer contribution to cover 100% of employee healthcare and disability costs. Other enhancements include a new wellness program and a professional development fund to support employees who wish to attend external conferences or workshops. In order to support new parents, we've introduced an enhanced parental leave policy that includes a gradual return to work with a reduced schedule in the weeks immediately following leave. We also offer leadership development training to equip our people managers with the right tools to drive engagement and results on their teams. At our core, Braviant recognizes that an individual's happiness contributes to the team's overall health, so we listen to employees and strive to provide a balanced environment for learning, opportunity, and fun!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Braviant's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,650 annually.
Disability Insurance
Braviant pays for 100% of the premiums for both Short Term and Long Term Disability.
Dental Benefits
Braviant pays for 100% of the premiums for employees dental insurance.
Vision Benefits
Braviant pays for 100% of the premiums for employees vision insurance.
Health Insurance Benefits
Braviant pays for 100% of the premiums for employees medical coverage. We offer a variety of plans with excellent coverage and affordable deductibles.
Life Insurance
All Braviant employees are automatically enrolled in a life insurance policy of $200,000.
Wellness Programs
We offer a wellness program that includes free wellness classes (yoga, pilates, etc) onsite and team wellness challenges (increase water intake, etc) in the office.
Onsite Gym
There is a gym in our office building, and Braviant subsidizes the monthly gym membership.
Retirement & Stock Options Benefits
401(K)
Braviant employees can begin to contribute to their 401K at 90 days of employment and receive 3% employer contributions (regardless of individual contribution) which is vested immediately.
401(K) Matching
Braviant doesn't match contributions, we automatically contribute 3%, which is vested immediately!
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 4 weeks of parental leave benefits to both part-time and full-time employees and a "reduced return to work schedule" to caregivers allowing employees 3-day work weeks following return.
Flexible Work Schedule
Braviant is a results-driven organization with flexibility to employees as needed and earned.
Family Medical Leave
Braviant offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Generous PTO
Braviant's policy allows employees to continue to earn more PTO through tenure and promotion.
Paid Volunteer Time
Braviant encourages employees to give back through participating in a company wide volunteer day where the team can spend time together
Paid Holidays
Braviant offers employee paid time off to observe all major holidays, as well as one floating holiday to be used based on individual observances!
Paid Sick Days
Braviant offers paid wellness days for all employees to use as unplanned personal time off or sick time.
Perks & Discounts
Beer on Tap
While our beer isn't technically "on tap" we do enjoy weekly delivery of local/craft brews and wine for all to enjoy.
Casual Dress
Braviant's every day casual dress code includes jeans, t-shirts and sandals (just ask Bob Sides, our CTO, who you'll see in flip-flips from April-Sept!)
Commuter Benefits
Braviant offers pre-tax commuter benefits for all employees.
Company Outings
We offer so many! Monthly happy hours (that includes team trivia nights, etc.) and as well as quarterly corporate outings (tiki boat tour, baseball games) and an annual holiday party (with plus ones!)
Game Room
We have a ton of games in the office - from a foosball table, to bags, poker, card games, board games and more!
Stocked Kitchen
Too many to list! Here are some favs: coffee (iced and hot), LaCroix, soda, chips, hummus, guac, cheese & crackers, nuts, bars, fresh fruit and veggies, bagels, cereal, candy, and DOVE ICE CREAM BARS
Happy Hours
Braviant hosts monthly happy hours with catered food, plenty of beer/wine, often with additional games/themes like trivia, bags tournaments, fantasy drafts, white elephant gift exchange & potlucks!
Fitness Subsidies
Braviant pays for a portion of the in-building gym as well as a discounted membership through Chicago Athletic Clubs.
Professional Development Benefits
Job Training & Conferences
Braviant has an internal 4-week leadership training program for all of our people managers and provides opportunities for all employees to attend conferences and trainings.
Tuition Reimbursement
Braviant's professional development perk allows employees the flexibility to attend conferences and webinars, external seminars and workshops, and any other professional development of interest.

Additional Perks + Benefits

We strive to give our employees what they want. Whether that is stocking a specific brand of chips, saying yes to attend trainings or conferences, creating an in-office data science library, giving flexibility when returning to work post-baby--we want to make sure that our team's unique needs are met so they can bring their best selves to work.

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