JOB PURPOSE
Monitoring, track, document and analyze the quality of the work performed by the agents in the operations department. Making sure the development of agents through feedback and coaching processes. Assure internal and regulatory compliance guidelines are being met across the organization
RESPONSIBILITIES/KEY RESULTS
The QA is a member of the QA & Compliance Department reporting directly to the QA & Compliance Supervisor. As a support department to the operations, the primary responsibility of such role is to ensure that each agent is working accordingly to the quality guidelines established and the compliance of the processes & procedures in the company.
- Audit, track, document and analyze the quality of the work performed by the operations agents
- Evaluate compliance with quality guidelines, processes and procedures established
- Ensure adherence and accomplishment of all Quality Standards, as well as other regulatory requirements/guidelines
- Provide QA supervisor with developmental feedback
- Communicate and report to the QA Supervisor any trends arising within the operations agents
- Participate in the daily, weekly, or monthly calibration sessions as needed
- Assist other departments in quality and/or compliance related requests
- Support QA & Compliance Supervisor with the department’s day to day operations
Qualifications & Experience
- 1 years experience within the call center industry
- Preferably experience Quality Assurance area
- Preferably experience in a leadership role
- Preferably College/Technical degree
- Basic Excel knowledge
Desired Skills
- Self-starter with high energy
- Enjoys working in a fast-paced environment
- Exhibit positive teamwork attitude
- Private medical insurance plan
- Growth Opportunities
Top Skills
What We Do
One Park Financial helps small business owners access working capital. Through our own direct experience, we understand the strengths and needs of entrepreneurs and owners of smaller businesses and the challenges they face when searching for funding options. We believe everyone deserves a chance to succeed and own their dreams – on their own terms. And we know that small and mid-sized businesses are critical to the well-being of their communities and the financial strength of our nation.
Voted TOP WORKPLACE 2017, 2018, 2019, 2020 in South FL!
