At Braviant, we believe in hiring great talent and offering them the flexibility to achieve great results unbounded by geography. Braviant is offering a fully remote option for anyone out of state who wants to join our team and help us grow or a hybrid option for those who want to join our Chicago office.

Who we are:

Braviant is a leading provider of tech-enabled credit products that combines breakthrough technology and cutting-edge machine learning to transform how people access credit online. Our next-generation approach to lending reduces credit barriers and creates a Path to Prime to help millions of underbanked consumers build credit history, reduce their cost of borrowing, and take control of their personal finances.

The Role:

Our Contact Center Quality Analysts are critical to our business through creating and upholding all operations standards for our consumer lending products. Our Contact Center Quality Analysts partner with Braviant’s call center vendors to oversee the health and effectiveness of the internal Quality Assurance Program by assessing the contact center representatives call and email quality and delivering and tracking formalized feedback. 

What you'll be doing:

• Perform daily quality reviews of our call center venders’ calls and emails to ensure quality standards and processes are upheld, up to and including, compliance, accuracy of information provided to the customer, accuracy of processes, professionalism, etc.
• Contribute to weekly calibration sessions and collaborate with our vendor’s Quality Assurance Team on quality guidelines.
• Provide coaching and feedback to Contact Center Leadership.
• Attend training classes, calibration sessions, and team meetings to stay abreast of changes in procedures and business needs.
• Offer suggestions for process improvement to foster an exceptional customer experience.
• Assist Contact Center Quality Assurance Lead in providing standard weekly and monthly reporting.

What you'll bring:

• 6+ months experience in Contact Center Quality Assurance.
• 1+ year in a high-volume customer service contact center.
• Experience coaching on process deviations.
• Excellent organizational skills and detail-oriented approach to problem solving.
• Basic experience with MS Office products and or Google Suite.

What makes you stand out:

• Associates or Bachelor’s Degree.
• Experience with Five9 telephony system.
• Demonstrated proficiency in multi-tasking and prioritization with an ability to adapt to change.
• Strong written and oral communication skills.

What it's like to work here:

We're more than just great snacks, unique outings, a cool office, or swag. We're about achieving results while having fun along the way. We believe in solving problems together and building on each other’s ideas. Our teams are comprised of smart, curious individuals and we encourage everyone to think like an owner, take initiative and drive their careers. Our broad roles provide tremendous opportunities for individuals to acquire new skills, gain exposure to all areas of the business, and quickly see their impact at Braviant.