Quality Assurance Specialist - Call Center

We are seeking experienced Call Center Quality Assurance Specialists to join our growing team!

In this role you will directly impact our service quality by monitoring agent calls and driving improvements in customer interactions through call reviews and call scorecards.

If youre passionate about elevating service standards and making a tangible difference we want to hear from you!

What Youll Do:
The Quality Assurance Specialist will monitor and provide feedback for assigned agents regarding their customer interaction process efficiency and procedural adherence. The Quality Assurance Specialist is responsible for evaluating agent compliance with company processes procedures and guidelines while identifying trends in agent performance for further review training and development.  

• Perform agent call reviews remaining objective in composing final scorecard and performance summaries of agent salesmanship script adherence overall call quality and product knowledge. 
• Perform internal audits of the sales administration process; ensuring customers are assigned to accurate product offerings and charged the correct loan rates reviewing application disposition statuses within Pinnacle providing suggestions to streamline processes and maximize efficiency and offering insights to enhance Pinnacle user functionality. 
• Utilize software such as Enthu and Teramind to analyze agent process efficiency and procedural adherence providing solutions and methods to support areas of opportunity and increase efficiency to achieve production quotas. 
• Analyze significant agent errors resulting in credit returns and correction notices working with management to find solutions to avoid re-occurring issues when necessary.   
• Monitor customer complaints and consumer feedback identifying root causes for internal or external escalation providing feedback and ensuring consistency in consumer experience and quality standards. 
• Escalate trends and re-occurring concerns of unsatisfactory quality assurance assessments regarding specific agents teams or departments for further review and analysis. 
• Complete scorecard evaluation summaries for our external contractual obligations ensuring each is provided in a timely and efficient manner and adheres to industry regulatory requirements. 
• Assist with simulation calls and provide additional sales agent support during new hire nesting working with Sales Managers to continue monitoring new hire performance post-training during their ramp-up period.  
• Work with the broader team to develop Quarterly KPI incentive programs for the organization monitoring performance for successful program execution. 
• Support accurate documentation and updating of procedural and process revisions. 
• Perform other duties and responsibilities as assigned.

Qualifications :

What We Look For:

• Prior Quality Assurance experience in a high-volume call center environment or directly related experience required.
• High school diploma GED or equivalent experience required; Associates degree in Communication Business or related field preferred.
• Familiarity with speech analytics platforms is strongly preferred.
• Excellent customer orientation with strong ability to manage call quality and control.
• Excellent ability to actively listen and maintain a consistent positive customer experience.
• Strong familiarity quality assurance standards sales processes and procedures.
• Excellent attention to detail time management and organizational skills.
• Excellent verbal and written communication skills.
• Strong critical thinking skills and the ability to find resourceful resolutions. 
• Extremely reliable and dependable.
• Proficient in Outlook and Microsoft Office Suite or related software.

Additional Information :

We offer a comprehensive compensation and benefits package where you will be rewarded based on your performance and recognized for the value you bring to the business. A reasonable estimate of the salary range for this job is $23.00 to $28.00. Individual salaries within those ranges takes into account the wide range of factors that are considered in making compensation decisions including but not limited to education; experience and training; licensure and certifications; knowledge and skill sets; and other business and organizational needs.

RIVO Holdings LLC is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin citizenship status disability age (40 years old or older) and genetic information (including family medical history) past or present military or veteran status or any other characteristic protected by applicable law. 

Remote Work :

No

Employment Type :

Full-time