Quality Assurance Specialist (Contact Center)

Above Lending is a next-generation financial services company helping everyday Americans break the cycle of high-cost debt and move toward a stronger financial future. Through customized lending solutions, competitive rates, and personalized support, our mission is to simplify the lending process and help our clients achieve financial well-being. We are committed to making credit more affordable and accessible; backed by a culture grounded in compliance and ethics, and technology built around the people we serve.

We are growing quickly, and we are looking for new collaborators to help us reach the next level. If you want to join a forward-thinking, rapidly growing organization where helping people is the number one goal, we want to hear from you.

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. This role interfaces with upper management to report findings and recommend new strategic objectives aligning with Above Lending's vision and mission.

You will

Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams

Identify areas for improvement

Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance

Create and track accurate, timely quality-monitoring reports

Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls

Communicate detailed feedback and consistent follow up with all teams

Recommend policy and procedure changes based on quality monitoring observations

Update relevant departments regarding 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

You have

Bachelor’s Degree or equivalent related QA experience

1-3 years QA experience (preferred)

Commitment to excellence and high standards

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