Specialist, Quality
New
O
OportunFinancial Services
Remote - MXFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Professional fluency in English and Spanish
- Required Skills
- Data AnalysisReporting
Requirements
- Professional fluency in English and Spanish, including written and verbal communication.
- Experience in quality monitoring, operations, customer interactions, risk, oversight, or a related environment.
- Ability to review detailed information, recognize patterns, and translate observations into clear insights.
- Strong written communication, organization, and time-management skills.
- Ability to manage multiple priorities effectively in a remote environment.
- Comfortable working with monitoring technology, data, dashboards, and collaboration tools.
- Strong attention to detail and sound judgment when handling sensitive information.
- Ability to communicate findings constructively and work effectively with cross-functional partners.
Responsibilities
- Monitor Retail and PAS interactions using Cresta-enabled scoring, manual validation, live interaction reviews, and established monitoring programs.
- Validate technology-generated findings to support accurate and consistent quality monitoring.
- Review behavioral exceptions and interaction patterns to identify potential customer, operational, or regulatory concerns.
- Document findings clearly and consistently and identify recurring trends or areas requiring additional attention.
- Analyze monitoring results and provide concise insights and recommendations to business partners.
- Prepare recurring reports and updates summarizing key findings, trends, and outcomes.
- Support agent-level reviews and partner with appropriate teams on coaching or reinforcement opportunities.
- Participate in calibration sessions to support consistent interpretation and application of quality standards.
- Support testing, new initiatives, and Originations product or program launches as needed.
- Communicate findings professionally in English and Spanish and escalate significant concerns through established processes.
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