Quality Assurance Specialist (Contact Center)

About the role

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. The Quality Assurance Specialist will apply precise program knowledge by assessing the quality and accuracy of contact center inbound and outbound customer interactions. This role interfaces with upper management to report findings and recommend new strategic objectives aligning with Above Lending's vision and mission.

Responsibilities

• Perform quality assurance monitoring for all departments within the 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
• Handle special projects as assigned

Requirements

• 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 of 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