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Quality Assurance Specialist

2 months ago

West Palm Beach, United States My Bambu Full time
Job DescriptionJob DescriptionSalary: 50,000/year

 

What Is MyBambu?

MyBambu is a financial institution delivering the first all in one mobile digital banking solution targeting the Hispanic unbanked and underbanked population. The mission of MyBambu is to promote financial inclusion to the unbanked and underbanked by providing an array of financial solutions delivered via mobile devices. We give an overlooked audience a convenient, safe, and cost-effective way of managing their finances. MyBambu’s objective is to promote financial literacy and access to unbanked/underbanked individuals, who have previously been left behind. In 2020, we were honored to be recognized as FIS’s Impact Award winner for innovation in the next frontier of the Modern Banking Platform. We’ve fostered a company culture that empowers people to do the most defining work in their career offering an environment that’s made up of a passionate and goal-oriented team.

 

MyBambu participates in E-verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire’s Form I-9 to confirm work authorization.  Find out more information: E-Verify Participation Poster or Right to Work Poster.


Your Opportunity:

The impact that you can have at MyBambu is powerful. We’re looking for someone who’s eager to take on a meaningful role in the success of MyBambu on a massive scale. Someone who takes works seriously, but also isn’t afraid to have some fun either. Someone who’s ready to take MyBambu—and their career—to the next level.

 

This position is a full-time, in person position reporting to the Compliance Management team including but not limited to the Chief Compliance Officer. A Quality Assurance Specialist (QA) is to work closely with upper management to monitor customer service performance. Quality Assurance Specialist (QA) is responsible for assessing the quality of performance of our compliance specialists who deal with our existing and potential customers. The Quality Assurance Specialist (QA) will monitor inbound and outbound calls, case handling and email responses to evaluate associate’s demeanor, technical accuracy, customer service performance, 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 recommendation for enhancements to training materials as needed to enhance the overall MyBambu customer’s experience.

 

Job Responsibilities:

  • Participates and designs of call monitoring formats, forms, and quality standards.
  • Performs case management, call, and email monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Provides feedback and coaching to compliance team members at all levels.
  • Perform other duties as assigned.

 

Skill and Abilities:

  • Strong verbal and written communication and interpersonal skills.
  • Attention to detail, strong work ethic, good humor, and enthusiasm for tackling complex challenges.
  • Ability to drive multiple projects simultaneously, with effective resolution of competing priorities.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed


Job Requirements:

  • Bilingual in Spanish and English. 
  • Banking experience preferred. 
  • Two years Call Center experience and atmosphere.
  • Excellent verbal, written and interpersonal communication skills.
  • Must be proficient in programs such as Salesforce and Excel.
  • Must be proficient with Microsoft Office (intermediate Word, Excel).
  • Basic knowledge of Workforce management tools.


Physical Requirements: 

  • Prolonged periods sitting at a desk and working on a computer and multiple monitors.
  • Must be able to lift up to 15 pounds at times.

 

MyBambu Benefits

  • Excellent medical coverage.
  • 15 days of paid time off and 7 days of paid holidays
  • Our small family corporate culture.