POSITION TITLE: Quality Assurance Analyst

REPORTS TO: President, Online

WORK LOCATION: Phoenix, AZ

POSITION SUMMARY:

• Monitoring external communications with our customers to ensure the highest level of compliance and customer service.
• Strategic goals will be to help build out QA procedure, scorecard and rollout new programs.
• Daily activities will include the review of customer phone and email interactions - providing productive and constructive written feedback to team members
• Provides and contributes to internal quality control

• Remains educated on current policy and procedure
• Constantly meet KPIs and monthly goals
• Other tasks and duties as assigned

CHARACTER REQUIRED:

• Trustworthy
• Respectable
• Honest
• Hardworking
• Collaborative

PREFERRED SKILLS:

• BA/BS degree in related field preferred (not required)
• 1+ years of call center and/or QA experience, preferably with 1+ years in financial services, or lending industry
• Strong attention to detail
• Collaborative, non-confrontational, well-thought written and verbal communication style that promotes growth and partnership
• Lots of elbow grease
• Willing to go the extra mile to improve our business