Quality Assurance Specialist
Beyond Finance is a next generation financial services company. Our goal is to provide financial peace of mind to our clients by giving them simple and transparent financial products that are customized to their individual circumstances.
We are in constant pursuit of “disruptors” that will help us get to the next level. Our workforce includes celebrated, diverse talents working towards the common objective of developing something transformational for the debt relief industry.
Our team spirit and culture are what set us apart as a company. We love what we do, and we have fun doing it.
About the Role
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 to meet Compliance and business objectives. 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, summarize findings, and present ideas
- 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
- Communicate detailed feedback and consistent follow up with all teams
- Recommend 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, including analysis of business trends through qualitative call reviews
What We Look For:
- Bachelor’s Degree or equivalent related QA experience
- 1-3 years QA experience (preferred)
- Commitment to excellence and high standards, and understanding of business impact
- 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
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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!
Under the California Consumer Privacy Act (“CCPA”), Beyond Finance is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.
*Beyond Finance is an equal opportunity Employer*
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Beyond Finance HR team.
