Operations Excellence Specialist
1 day ago
Evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions.
The Responsibilities- Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
- Assess back office tasks: Review the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
- Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
- Deliver feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
- Develop QA guidelines: Support in establishing and improving quality assurance standards for customer support and back office processes.
- Report and track metrics: Compile and report on team performance trends.
- Cross-functional collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
Our organization is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.
Requirements
- Experience: Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
- Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
- Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
- Effective communication: Ability to engage with agents and management through positive and effective written and spoken feedback.
- Familiarity with QA tools: Experience using quality assurance tools and reporting software (e.g., Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM).
- Problem-solving: A proactive approach to help address challenges and make improvements.
- Team-oriented: Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.
- Experience working with BPO teams: Experience evaluating and delivering feedback to BPO teams and leadership.
- Experience in training or coaching: Experience providing agent coaching, training, or mentorship.
- Familiarity with financial industry regulations: Familiarity with regulations that govern financial institutions and fintech companies is a plus.
- Fluency in Spanish: Experience communicating effectively in both written and spoken Spanish to support bilingual environments.
- Proficient in leading automated quality assurance systems to improve agent performance.
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