Specialist, Quality (R14182)

ABOUT OPORTUN Oportun (Nasdaq: OPRT) is a mission-driven financial services company that puts its members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually. WORKING AT OPORTUN Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups. POSITION OVERVIEW Oportun is looking for a bilingual Specialist, Quality to join our Originations Oversight team in Mexico. This role supports quality and oversight activities across Retail and Phone Application Support (PAS). The Specialist monitors customer interactions, validates technology-generated findings, identifies trends and potential risks, and translates observations into clear insights for business partners. The role combines technology-enabled monitoring through Cresta with manual validation and live interaction review. The Specialist will work closely with business, training, coaching, and oversight partners to support consistent customer experiences and effective operational practices. WHAT YOU'LL DO Monitor Retail and PAS interactions using Cresta-enabled scoring, manual validation, live interaction reviews, and established monitoring programs. Validate technology-generated findings to support accurate and consistent quality monitoring. Review behavioral exceptions and interaction patterns to identify potential customer, operational, or regulatory concerns. Document findings clearly and consistently and identify recurring trends or areas requiring additional attention. Analyze monitoring results and provide concise insights and recommendations to business partners. Prepare recurring reports and updates summarizing key findings, trends, and outcomes. Support agent-level reviews and partner with appropriate teams on coaching or reinforcement opportunities. Participate in calibration sessions to support consistent interpretation and application of quality standards. Support testing, new initiatives, and Originations product or program launches as needed. Communicate findings professionally in English and Spanish and escalate significant concerns through established processes. Build effective partnerships with Retail, PAS, training, coaching, and other internal stakeholders. Contribute to continuous improvement efforts across quality and oversight processes. WHO YOU ARE / WHAT YOU BRING Professional fluency in English and Spanish, including written and verbal communication. Experience in quality monitoring, operations, customer interactions, risk, oversight, or a related environment. Ability to review detailed information, recognize patterns, and translate observations into clear insights. Strong written communication, organization, and time-management skills. Ability to manage multiple priorities effectively in a remote environment. Comfortable working with monitoring technology, data, dashboards, and collaboration tools. Strong attention to detail and sound judgment when handling sensitive information. Ability to communicate findings constructively and work effectively with cross-functional partners. #LI-REMOTE #LI-VR1 We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate. California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/ . We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).