Call Center Quality Specialist

2 weeks ago

Eden Prairie, United States Bluestem Brands Full time

The Call Center Quality Specialist is an important part of quality oversight process within Fingerhut. This role provides oversight of our quality vendor ensuring that regular monitoring of calls and offline work is being completed accurately. This position ensures processes are in place to prevent errors, verify processes through call monitoring, call calibrations and assist with implementation and updating policies and procedures.This is not just another job but a job with a real purpose as Fingerhut's mission is to help Americans live a better financial life by helping them establish, build, or rebuild their credit. You'll help the business hold itself accountable to deliver on our mission every day.We empower each employee to put the customer first and our culture of ensuring all employees have an impact enables an entrepreneurial passion. No matter what stage of your career, you'll make an impact on business results and interface with key leaders. As we continue to invest in machine learning, data-driven modeling, CRM tools and innovation, the future is very exciting. Join us in our missionThe role can be based out of our Eden Prairie, MN head office within our hybrid environment that has team members come into the office 3 days a week.Duties and Responsibilities:Ensure an appropriate sample of contacts is evaluated and scored to ensure that business and customer expectations are metRequest and retain records by following specified guidelines in partnership with legal department and complianceEvaluate quality process and tools for all centers to ensure they meet business and customer needs are metParticipate and facilitate quality calibration sessionsProvide general administrative support and reporting to team members/leadersOther job duties and projects as assignedRequired Qualifications:2+ years of quality monitoring and/or contact center experienceExperience utilizing Microsoft Office Products specifically PowerPoint, Word, and ExcelExperience prioritizing and completing multiple projects simultaneously and accuratelyPreferred Qualifications:Strong analytical, problem-solving, and decision-making skillsStrong verbal and written communication skillsKnowledge of contact center quality monitoring/scoring and skill assessment practicesExperience using spreadsheet and database software such as Access, SQL, or SASABOUT BLUESTEM BRANDSBLST Operating Company (Bluestem Brands) is a group of FinTech, and eCommerce Retail businesses (www.bluestem.com) led by our Fingerhut and Orchard Portfolios. This position falls under the Fingerhut - a long-standing fintech company. Check out www.fingerhut.com to see who we are and what we do for our customers. Fingerhut fuses our extensive years of data modeling and real-time analytics through machine learning to provide flexible payment options for our valued customers looking to establish, build, or rebuild credit. Qualifying customers use their accounts for e-Commerce purchases at fingerhut.com for everything they and their family need across a broad selection of national brands.At Fingerhut, you will enter a culture that encourages team members to be bold and courageous. A culture that is zealous in pursuit of our mission to help our customers live a better financial life. In this culture, our team members find opportunities to stretch themselves, have a voice that is valued and is listened to have a sizeable impact on the business, work cross-functionally and collaboratively. We are continually innovating and improving, challenging ourselves to take risks, learn from mistakes, and celebrate success as a team. We also grow careers, giving employees on-the-job stretch assignments, lateral moves to expand knowledge bases, and promotional opportunities that help to accelerate development.#LI-FH24

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