Quality Assurance Specialist II

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Requirements:

• 2+ years of experience in a Quality Assurance role.
• Intermediate Excel/Google Sheets skills for data analysis and reporting.
• Prior experience working in the financial services or fintech space a plus.
• Focused, self-motivated and reliable with ability to multi-task and work both in a team setting and independently.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly.

Responsibilities:

• Evaluate and provide feedback on how Customer Operations Teams interact with customers by monitoring, reviewing and auditing calls, emails and chats.
• Coordinate and participate in calibration sessions with Vendor Partners and Operations Teams to ensure consistent application of quality standards.
• Act as a subject matter expert to ensure all Customer Operations team members are meeting our quality expectations and providing a positive experience for all customers.
• Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements.
• Work cross functionally with partners on addressing identified agent and interaction opportunities.
• Create all necessary documentation and SOP’s for program details.
• Create dashboards and reporting for QA metrics/KPIs.