Quality Assurance Specialist (Contact Center)

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. We are committed to making credit more affordable and accessible; backed by a culture grounded in compliance and ethics, and technology built around the people we serve. We are growing quickly, and we are looking for new collaborators to help us reach the next level. If you want to join a forward-thinking, rapidly growing organization where helping people is the number one goal, we want to hear from you. The Quality Assurance Specialist will apply precise program knowledge by assessing the quality and accuracy of contact center inbound and outbound customer interactions. Aiming for excellence, the Quality Assurance Specialist will be responsible for documenting trending results and identifying room for increased productivity and improvement. This role interfaces with upper management to report findings and recommend new strategic objectives aligning with Above Lending's vision and mission. You will Perform quality assurance monitoring for all departments within 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 Special projects assigned as necessary You have 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 or 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 Join our dynamic team and contribute to Above Lending’s success as we continue to provide innovative lending solutions to our customers. Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement. *Above Lending is an equal opportunity Employer* Above Lending does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Above Lending employees or the Above Lending Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.