Hybrid Quality Assurance Specialist

at ClassWallet

• Job title: Quality Assurance Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Hollywood, United States

About the role

• Quality Assurance Specialist ensuring excellence in customer/client facing interactions for a financial technology company. Monitoring service organization quality and facilitating feedback loops effectively.

Responsibilities

• Ensure all customer/client facing facets of the organization are monitored
• Hold daily monitoring/observation sessions
• Document monitoring sessions & feedback loops
• Provide coaching & feedback based on monitoring observations
• Uncover and share opportunities to improve or enhance training
• Keep leadership apprised of the need for corrective action
• Administer ongoing satisfaction & NPS surveys
• Coordinate & deliver monitoring & survey feedback to leadership on a recurring basis with trend analyses, noting opportunities & recommendations for improvement
• Carry out all facets of the Quality Assurance program

Requirements

• Two years previous experience in a customer service or support role
• Exceptional attention to detail
• Strong verbal and written communication with the ability to articulate and deliver unbiased & difficult feedback clearly and professionally
• Excellent organizational and time-management skills
• Ability to meet and exceed stated target service level agreements as defined by leadership
• Problem-solving skills with the ability to analyze problems, think critically, and find effective solutions for addressing obstacles
• Demonstrated high degree of comfort escalating the need for corrective action and collaborating across the organization to achieve resolution
• **Preferred Qualifications**
• Associate’s Degree
• Two years previous experience in a quality assurance role
• Bilingual or Multilingual (Spanish/English preferred)

Benefits

• ClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.
• We offer an excellent salary and benefits commensurate with experience.
• ClassWallet.com is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.