Quality Assurance Supervisor

7 days ago

Las Vegas, United States Aurora Payments LLC Full time
Job DescriptionJob Description

Quality Assurance Supervisor – Las Vegas, NV

Who we are:

Aurora Payments is a united network of processing, technology, and payment solutions. Over the years, we have grown to capture a significant portion of nationwide market-share in various specific industries due to our superior rates and services. Our Client and Partners’ success drives our team to provide the best quality products, customer service, and technical support in the industry. Our goal is to help businesses of all sizes grow their revenue streams and increase efficiency through secure and compliant payment processing.

We are a leading payment services and solutions organization headquartered in Las Vegas, Nevada, with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us.

The Opportunity:

We are seeking a detail-oriented person who can work independently with minimum supervision and who is able to work under pressure to meet deadlines. This person should be able to effectively multi-task and thrive in a fast-paced work environment. This person should be a knowledge seeker and a go-getter who will take initiative.

Selected candidate will be responsible for the build out and management of a full and robust Quality Assurance program for all the Aurora Call Center Operations. Their role will be to build upon the existing program standards to create a fair and consistent go forward assessment, reporting and QA/QC program that will look at work across all operational functions with a primary focus on driving call center and operational processing stats. They will be responsible for leading a team, identifying gaps and building out procedures that support strong and documented go forward processes to drive operational success and exceptional QA & NPS scores.

The Responsibilities:

Act as a key Quality and Control support for Operations team buy building out and maintain a strong Quality framework

  • Design, create and implement a weighted quality scoring framework across all of Operations
  • Build a team to assess an agreed upon monthly work sample to ensure accuracy
  • Report out monthly scores on the individual and team level
  • Provide monthly business reviews and action plans to Senior Leadership[DM1]
  • Be able to speak to quality and quality trends to Aurora’s Leadership Team
  • Host iterative calls with Leadership to discuss gaps, create alignment on processes and controls
  • Assist in creating and revising procedures to ensure best in class processing
  • Interface with Training to implement knowledgebase updates and curriculum to reduce gaps in understanding as identified through the quality program
  • Provide timely feedback on negative or high risk interactions
  • Build a culture of control around a strong and positive quality framework

About you:

You are looking for a career with room to grow and the training that will set you up for success. You like to drive added value for our team via coordination of Ops team efforts to meet our clients’ needs, bringing clarity on requests and solutions, helping to design and inspire the best solutions.

QUALIFICATIONS:

  • Technical Support and/or installation background preferred
  • Knowledge in firmware updates, software loads, remote troubleshooting skills preferred
  • Experience working in CRM/Software Ticketing programs preferred
  • Experience in phone monitoring
  • Strong computer proficiency -- including Microsoft Office, Internet, Outlook, etc.
  • Spelling, punctuation, and grammar skills are also important for all positions within the company. These skills are necessary to complement organization, attention to detail, independence, analyzing information and decision making for prioritizing tasks.
  • Experience in a fast-paced office environment
  • Ability to take initiative and utilize innovative techniques
  • Ability to interact with various departments throughout the organization
  • Ability to participate as a team player
  • Ability to plan, prioritize and coordinate daily tasks; time-management is key
  • A positive attitude, professional work ethic, ability to learn quickly and excellent verbal communication skills are a must
  • Bilingual preferred but not required

What we offer:

  • Health, Dental, Vision Insurance
  • Paid Holidays
  • 401(k) Plan
  • Small, collaborative teams where you can impact both outcome and culture
  • In-office and off-site team building events
  • Company outings
  • Catered lunches


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