Quality Control Specialist

Prosper

  • Phoenix, AZ
  • $22.00 per hour
  • Permanent
  • Full-time
  • 15 hours ago
The RoleWe are looking for a self-motivated and detailed oriented Quality Specialist. The ideal candidates will have strong critical thinking skills and the ability to provide fair and accurate analysis of call center interactions. This role will play a key part in maintaining quality and compliance standards, identifying opportunities for process improvements, objective coaching feedback and supporting potential AI model training initiatives from a quality perspective. To be successful in this role, you'll need effective prioritization, organization, and time management skills with a focus on accuracy. Most importantly, we are looking for a team oriented individual who brings curiosity, accountability, and a passion for quality.Problems You Will Solve
  • Monitor and evaluate customer interactions (calls, chats, emails, etc) across multiple lines of business to ensure compliance with quality standards.
  • Complete evaluations of a specified number of interactions based on LOB to support overall quality performance metrics.
  • Provide professional and constructive feedback on trends, strengths and areas of opportunity within the feedback delivered.
  • Support and provide commentary to calibration and learning sessions to ensure alignment and consistency in scoring based on current guidance and best practices.
  • Contribute to the continuous improvement of quality assurance guidelines, scorecard and documentation by pointing out potential gaps and inconsistencies.
  • Support special projects or other quality-related tasks as assigned by management.
About You
  • Strong attention to detail with the ability to spot inconsistencies and ensure accuracy in every task.
  • Critical thinking skills with a natural curiosity to ask 'Why”.
  • Self-starter who can work independently and with ambiguity. Ability to manage time effectively and prioritize tasks in a fast-changing environment.
  • Comfortable with change and able to pivot quickly with changing priorities.
  • Basic proficiency in Microsoft Excel and/or Google Sheets (e.g. working with filters, sorting data, using simple formulas)
  • Clear and professional written communication skills. 6 months+ experience in call center quality or related role.
  • Experience in the financial services or other highly regulated industry is a plus.
  • Familiarity with customer interaction review processes and standards.
What We Offer
  • Base hourly rate starting at $22 per hour + monthly bonus incentive
  • The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
  • The opportunity to work in a fast-paced environment with experienced industry leaders
  • Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits
  • A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot
#LI-AR1#IND1About Our Operations TeamRooted in our values, Prosper's Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?About UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than 2 million people gain access to affordable credit with over $27 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.We're on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that's democratizing finance for all!Our ValuesDiversity expands opportunitiesCollaboration creates better solutionsCuriosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevitySimplicity guides our user experienceAccountability at all levels drives results//Applicants have rights under Federal Employment Laws.California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA:At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.

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