Senior Quality Assurance Representative
1 day ago
In this strategic role, you will evaluate customer support projects and administrative duties to identify areas for improvement. Your expertise will contribute to improving the customer experience and maintaining company standards.
The Responsibilities- Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence.
- Evaluate back office task-handling: Review the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling.
- Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction.
- Provide 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.
- Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support processes.
- Report and track metrics: Compile and report on team performance trends.
- 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 and inconsistencies.
- Remarkable communication: Effective, succinct, and positive feedback abilities, encompassing both written and spoken.
- Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software.
We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility.
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