Quality Assurance Analyst

TrueAccord

Remote / United States of America
  • Job Type: Full-Time
  • Function: Engineering QA
  • Post Date: 04/01/2021
  • Website: trueaccord.com
  • Company Address: 303 2nd Street Suite 750, South Tower, San Francisco, CA, 94107

About TrueAccord

TrueAccord is the leader in digital collections. By focusing on great user experiences, TrueAccord provides businesses with superior debt collection results. Our machine learning platform adapts to consumer behavior with personalized and empathetic communications to deliver the right payment option at the right time and channel.

Job Description

TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process. 
 
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
 
The Role Summary: 
 
1. To help keep up with this exciting time of growth in TA we are needing to grow our QA team
by adding an additional Quality Assurance Analyst (QA). This exciting opportunity includes
creating and monitoring exception reporting for all aspects of AS and CE while working with
various partners within our amazing company to ensure we are meeting all compliance
requirements. This role is needed especially now to ensure we can be audit ready while still
maintaining our client requirements.
 
2. What is the Quality Assurance Analyst (QA) role? The quality assurance analyst provides
valuable support to our Contact Center Service Teams, maximizing performance. The
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance
of our call center associates who deal with our existing customers.
 
3. The QA will monitor inbound and outbound calls; and emails responses to assess
associates' demeanor, technical accuracy, collection effectiveness, and conformity to
company policies and procedures. This individual will assist in developing, creating and
implementing call center quality processes and procedures; as well as making
recommendations for enhancements to training materials as needed. This consists of
partnering with contact center leadership to support business priorities, identify local training
needs, recommend learning solutions and deliver content critical to the success of the ET
and AS teams.
 
4. Additionally, the quality assurance associate supports the Engagement Team by analyzing
quality trends and owning remediation efforts, supporting internal and external audit needs
specific to customer interactions, and partnering with the Client Success team to support
client relationship needs specific to the customer interaction.
 

Responsibilities:

    • Provide consultative partnership through collaboration with Call Center Leadership and the Training and Quality Department to identify skill gaps and recommend learning solutions.
    • Support strategic objectives and provide input and content expertise on Learning & Development initiatives as required.
    • Adhere to and enforces the program quality plan, Standard Operating Procedures (SOPs) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, performance metrics assessment, and continual improvement actions.
    • Participate in calibration activities and works collaboratively with contact center operations personnel to ensure consistency in quality service requirements.
    • Analyze quality reports and participates in strategic planning sessions for continual service improvement
    • Coordinate recording listening sessions as requested
    • Report performance information through formal and informal reports that may be contractual deliverables.
    • Represent the quality function to clients, serving as the primary point of contact for quality inquiries.
    • Conduct process audits to confirm compliance with company policies.
    • Monitor recorded calls and scoring for internal and external partners.
    • Review risks to the company and advocate for the risk to be addressed by challenging the situation. 
    • Educate and coach agents to successfully complete transactions within TA standard or Compliance requirements. 
    • Audit exception reporting, ensuring clients requirements are being resolved by TA
    • within our SLA.
    • Help build and establish a Quality Team that has a proactive approach versus a reactive approach.

Requirements and Qualifications:

    • Native or business-level Spanish required; candidate will help build our new Spanish CE team.
    • Minimum of two years contact center program management experience, with experience in QA functions.
    • Training experience or support of the training process ideal but not mandatory
    • Ability to prioritize and complete tasks within established contractual service levels requirements
    • Organizational, teamwork, and customer service skills
    • Highly effective oral and written communication skills
    • Proficiency with Google Docs, MS Office Products: Word, Excel, PowerPoint
    • Ability to work independently in a fast paced, changing environment
    • Strong, positive, proactive problem-solving approach using business insights and company strategies
    • Strong observation and diagnostic skills with ability to give candid and professional feedback and coaching to training participants
    • Ability to easily adjust to changes in programs, content, and schedules
    • Ability to observe employee performance, plus analyze and use data to seek continuous improvement in the business, after determining trend vs. one-off situations
    • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes in a contact center environment
    • Bachelor’s Degree a plus
What TrueAccord offers you + Culture & Benefits
 
TrueAccord is a distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
 
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
 
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
 
Our Dedication to Diversity & Inclusion
 
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.