Contact Center QA Specialist

Marketing Roseville, California


Description

ABOUT LOANPAL

We are the world-positive lender. Our mission is to connect billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy-efficient homes. By unlocking access to numerous products that help people achieve a more sustainable lifestyle, we are revolutionizing the $350 billion+ home improvement industry. As such, we have become the financial ecosystem for mission-driven businesses who need fast and frictionless lending to empower their customers, and we help consumers save money with our modern lending technology.

As part of our world-positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar energy and storage technologies to deliver the most essential community services to regions of the world that need it most.

If you have an unstoppable desire to make a meaningful impact on our planet and help mission-driven businesses and consumers achieve a more sustainable future, join us.

Position Summary

Quality Assurance Specialist evaluates telemarketing approaches by rating effectiveness of Account Executives; providing quality ratings and identifying training needs. While directing quality initiatives by requiring adherence to quality assurance policies and procedures

Responsibilities
  • Performs call/chat monitoring and provides feedback to agents on opportunities to improve performance, procedures, and customer experience
  • Ensure Quality Assurance program reinforces learning objectives and process efficiency
  • Assist in responding to internal and external audits/examinations requests for information
  • Assist in the evaluation of audit and examination findings and implementation of corrective action and needed responses
  • Coordinates and facilitates call calibration sessions for call center supervisory staff
  • Assist and back-up with other duties, as assigned

Desired Skills
  • Strong attention to detail
  • Proven ability to effectively communicate both orally and in writing
  • Solid analytical and problem solving skills and the use of good judgment
  • Ability to multi-task and manage competing priorities and workload/resources in a fast moving environment
  • Excellent interpersonal, facilitation, and relationship management skills
  • Results oriented, self-starter with ability to work independently with general direction
  • Demonstrated ability to prepare management level reporting
  • Resourcefulness and creativity in solving business problems
  • Intermediate Skill with MS Excel and MS Word
  • CRM or Database Management Experience

Compensation: $18.50/hr 

Benefits and Perks:

  • Paid training and career development
  • Career path within the organization
  • Diverse, welcoming culture with various team building activities and seasonal company events
  • Casual dress
  • Benefit program with discounts & rewards to theme parks, restaurants and other exciting venues
  • Comprehensive medical, dental, vision, 401k benefits




































































































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