Manager, Quality Control (Call Center)
Phoenix, AZ
Operations – Operations Support /
Full-Time Employee /
Hybrid
The Role
As the Manager of Quality Control, you will be a part of the Operations Support team. This role involves overseeing the quality control processes related to customer interactions, monitoring performance metrics, and leading a team to enhance the overall quality and efficiency of Prosper team members and individuals at our vendor sites. Primary lines of business within the scope of this role include Customer Experience, Sales, Escalations & Complaints, Collections, Investor services, Verification, Home equity, and other supporting functions impacting the customer experience.
We are looking for a demonstrated leader with the proven ability to effectively build and expand quality control while being a strong cross-functional partner. This candidate will be comfortable in driving accountability, excellence, and outcomes among the quality control team and the broader organization.
What You Will Do
- Enhance, develop, and implement a rigorous quality control monitoring process to evaluate effectiveness within operations for all lines of business
- Align quality control department goals with operations’ vision for a brand enhancing experience
- Lead, mentor, and inspire a team of quality control agents, fostering a culture of excellence, collaboration, accountability, and continuous improvement.
- Define and implement performance metrics for the quality control department
- Drive automation of /quality control processes and reporting to improve operational effectiveness
- Work collaboratively with cross functional leaders and operations support to ensure continuous delivery of valuable metrics to help drive desired outcomes
- Identify and implement opportunities for process improvements within the quality control department and operations
About You
- BA/BS preferred or equivalent experience in the financial services industry
- 5+ years of Quality Control/ Quality Assurance experience in a call center/operations environment
- 2+ years of experience in people leadership and development
- Demonstrated success in building quality control processes within Operations
- Proven success in leading effective teams
- Excellent analytical, problem-solving, and decision-making skills
- Ability to collaborate effectively with cross-functional teams
- Experience working in hybrid role, this role is required to be in the Phoenix office on Wednesdays & Thursdays each week
What We Offer
- The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
- The opportunity to work in a fast-paced environment with experienced industry leaders
- Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
- Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
- A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts
$61,000 - $76,000 a year
Compensation details: The salary for this position is $61,000 - $76,000 annually, plus bonus and generous benefits. In determining your salary, we will consider your location, experience, and other job-related factors.
