Quality Assurance Specialist (Trilingual)

We are looking for an outstanding team member to join our newly formed quality assurance team, with a focus on monitoring and scoring company calls.

Essential Duties And Responsibilities:

• Review and complete quality assurance evaluations on agent-customer interactions
• Provide specific and constructive feedback when scoring interactions
• Enforce company policies and procedures
• Understand roles & responsibilities of call center agents to provide feedback regarding process improvements
• Promote compliant financial practices through timely recognition and communication of potential risk
• Utilize communication technology platform to generate evaluations and QA reports
• Regular and timely communication with, and report directly to, the Quality Assurance and Training Leader
• Maintain strict level of confidentiality among colleagues, customers, and peers
• Identify training opportunities that will drive quality improvements across the organization

Requirements:

• Fluent in English, Spanish & Portuguese
• At least 1 year of experience in a call center environment
• At least 1 year of Quality Assurance experience preferred
• Proficient with Google Suite (or similar software)
• Ability to work proficiently in a remote, WFH location
• Experience using TalkDesk or similar VOIP a plus

The Ideal Candidate would be…

• Fluent in English, Spanish & Portuguese
• Available to work, remotely, full-time
• Strong attention to detail and has exceptional organizational skills
• Shows integrity in the workplace and understands the importance of maintaining compliance with regulatory standards
• Comfortable providing constructive feedback and guidance to peers and colleagues
• Excited by the idea of constant change
• You are comfortable being uncomfortable
• A team player
• You readily help others and are very comfortable asking for help for yourself
• Excited to take on new tasks as they come up and solve problems in real time

We believe:

Diversity is a competitive advantage - We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.

Compassion is a strength - We care about our customers and look to build long-term relationships with them.

Simplicity is a key feature - We work hard to make our forms and processes as painless and intuitive as possible

Honesty and transparency are non negotiable - We incorporate these traits in all of our interactions.

Financial opportunity belongs to everyone - We work every day to improve lives by extending this opportunity.

If you believe these things too then we would love to hear from you!