Quality Assurance Specialist

Job Summary:

The Quality Assurance Specialist will monitor and provide feedback for assigned agents regarding their customer interaction, process efficiency, and procedural adherence. The Quality Assurance Specialist is responsible for evaluating agent compliance with company processes, procedures, and guidelines while identifying trends in agent performance for further review, training, and development.

Duties and Responsibilities:

• Perform agent call reviews, remaining objective in composing final scorecard and performance summaries of agent salesmanship, script adherence, overall call quality, and product knowledge.
• Perform internal audits of the sales administration process; ensuring customers are assigned to accurate product offerings and charged the correct loan rates, reviewing application disposition statuses within Pinnacle, providing suggestions to streamline processes and maximize efficiency, and offering insights to enhance Pinnacle user functionality.
• Utilize software such as Enthu and Teramind to analyze agent process efficiency and procedural adherence, providing solutions and methods to support areas of opportunity and increase efficiency to achieve production quotas.
• Analyze significant agent errors resulting in credit returns and correction notices, working with management to find solutions to avoid re-occurring issues when necessary.
• Monitor customer complaints and consumer feedback, identifying root causes for internal or external escalation, providing feedback, and ensuring consistency in consumer experience and quality standards.
• Escalate trends and re-occurring concerns of unsatisfactory quality assurance assessments regarding specific agents, teams, or departments for further review and analysis.
• Complete scorecard evaluation summaries for our external contractual obligations, ensuring each is provided in a timely and efficient manner and adheres to industry regulatory requirements.
• Assist with simulation calls and provide additional sales agent support during new hire nesting, working with Sales Managers to continue monitoring new hire performance post-training during their ramp-up period.
• Work with the broader team to develop Quarterly KPI incentive programs for the organization, monitoring performance for successful program execution.
• Support accurate documentation and updating of procedural and process revisions.
• Perform other duties and responsibilities as assigned.

Experience, Qualifications, and Skills:

Eligibility to apply doesn't guarantee eligibility to interview

• Have a minimum tenure of 1 year with RIVO.
• Have no disciplinary action within your employment file for the last 60 days.
• Showcase exemplary attendance and punctuality.
• Excellent customer orientation with strong ability to manage call quality and control.
• Excellent ability to actively listen and maintain a consistent positive customer experience.
• Strong familiarity quality assurance standards, sales processes and procedures.
• Excellent attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills.
• Strong critical thinking skills and the ability to find resourceful resolutions.
• Familiarity with speech analytics platforms is a strong plus.
• Proficient in loan management system i.e. Pinnacle, Outlook, and Microsoft Office Suite or related software.

This job description may be changed to include new duties, responsibilities and tasks or change existing duties as management deems necessary and reasonable to support the needs of the role, department and/or organization.

Limitations & Disclaimer:

This job description is meant to describe the general nature and level of work being performed as a Quality Assurance Specialist; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.