At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we’re searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
The Quality Assurance Specialist will apply precise program knowledge by assessing the quality and accuracy of contact center inbound and outbound customer interactions. Aiming for excellence, the Quality Assurance Specialist will be responsible for documenting trending results and identifying room for increased productivity and improvement to meet Compliance and business objectives. This role interfaces with upper management to report findings, and recommend new strategic objectives aligning with Beyond Finance vision and mission.
What You’ll Do:
- Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams
- Identify areas requiring room for improvement, summarize findings, and present ideas
- Evaluate customer interactions (via phone, social media, email, chat, etc), then develop metrics for excellence to measure performance
- Create and track accurate timely quality-monitoring reports
- Communicate detailed feedback and consistent follow up with all teams
- Recommend procedure changes based on quality monitoring observations
- Update relevant departments providing any changes required for all manuals, tools, and other written resources
- Stay current with contemporary technology trends/concepts and best practices
- Special projects assigned as necessary, including analysis of business trends through qualitative call reviews
What We Look For:
- Bachelor’s Degree or equivalent related QA experience
- 1-3 years QA experience (preferred)
- Commitment to excellence and high standards, and understanding of business impact
- Excellent interpersonal communication skills and ability to interact within all levels or the organization
- High attention to detail and accuracy
- Strong organizational, problem-solving and analytical skills
- Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment
- Commitment to ensuring integrity and ability to manage highly confidential information with
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
