Job details
Job type full-time
Full job description
At braviant, we believe in hiring great talent and offering them the flexibility to achieve great results unbounded by geographyBraviant is offering a fully remote option for anyone out of state who wants to join our team and help us grow or a hybrid option for those who want to join our chicago office.
Who we are: braviant is a leading provider of tech-enabled credit products that combines breakthrough technology and cutting-edge machine learning to transform how people access credit onlineOur next-generation approach to lending reduces credit barriers and creates a path to prime to help millions of underbanked consumers build credit history, reduce their cost of borrowing, and take control of their personal finances.
The role: the contact center quality assurance (qa) lead will oversee and manage the day-to-day operations of braviant’s contact center quality assurance programBraviant partners with offshore contact center vendors (across asia and central america)The qa lead will ensure internal and external qa analysts adhere to braviant’s policies and procedures by administering a holistic qa programAdditionally, the qa lead will oversee a team of qa analysts who perform daily operational oversight of call quality and ensure performance metrics are measured and met.
What you`ll be doing:
Lead the contact center qa function to ensure process adherence to all compliance policies, procedures and operations.
Partner with operations leaders to help drive consistency across the organization.
Continuously review scorecards and make recommendations for improvements.
Ability to analyze qa data to spot trends and provide insights into the training program.
Manage, coach and develop the internal qa analysts and external contact center qa analysts.
Report and manage qa kpis across the contact center teams, including agent performance and trends over time, to ensure a minimum qa score is maintained across the customer-facing team.
What you`ll bring:
4+ years of experience in contact center environment - leading and tracking call calibration activities including training and documentation.
2+ years of experience in quality assurance.
2+ years of experience in people management.
Comfortable presenting in front of internal and external stakeholders.
Intermediate excel skills - comfortable with pivot tables and formulas such as vlookup.
What makes you stand out:
Experience with five9 telephony system.
Evaluating and developing scorecards.
Previous experience in fintech.
Experience building out a qa program, including sops creation.
What it`s like to work here: we`re more than just great snacks, unique outings, a cool office, or swagWe`re about achieving results while having fun along the wayWe believe in solving problems together and building on each other’s ideasOur teams are comprised of smart, curious individuals and we encourage everyone to think like an owner, take initiative and drive their careersOur broad roles provide tremendous opportunities for individuals to acquire new skills, gain exposure to all areas of the business, and quickly see their impact at braviant.
