QA Analyst

Phoenix
Credit & Risk
Full-time

Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives. Join the Upgrade team, the same team that built Lending Club and is now set to innovate again. Upgrade is combining a marketplace lending approach with credit monitoring and credit education features designed to be even more helpful to more people. The company is still at an early stage; this is your opportunity to join early and have a significant impact.

Come join a team of just over 100 talented and passionate fintech engineers, product, credit, finance, legal, compliance, operations and marketing professionals.  We are looking for new team members who get excited about constantly learning, and are always seeking to design and implement new and better solutions.

We are looking for a Quality Assurance team member for our Phoenix office. You will be one of the first in this role and will help create our QA team! You will get the opportunity to help set the culture and tone of the QA team.
 
Description:
QA team members are accountable for ensuring customer service representatives and verification specialists meet or exceed Upgrade’s quality standards.  To do this, QA team members are responsible for reviewing, documenting and reporting on customer facing employees’ adherence to applicable regulations and guidance, company policies and procedures, and the level of customer service provided. Additionally, QA team members review, document, and report on the accuracy of the verification process. QA team members will also be actively involved in improving the overall Quality Assurance program.  This position reports into the Director of Operational Risk.
 
Responsibilities:
Regular review of customer interactions for adherence to policies and procedures and compliance with all applicable laws and regulations
Regular review of financial documentation and inputs used in the verification process
Provide clear and concise feedback regarding interactions reviewed
Develop and produce regular reporting on quality trends, issues, and scores
Collaborate across groups (e.g. customer service, compliance, servicing) to develop training for new and existing representatives
Lead/participate in regular meetings with operations leadership to ensure QA team members maintain similar expectations and standards across reviews
Display clear knowledge of internal policies and procedures
Develop and implement processes and procedures to efficiently grow and improve the QA team
Suggest improvements to existing systems and processes to drive quality, efficiency and enhance the customer experience
 
Skills:
BA/BS degree or higher in related field preferred
1-3+ years of call center and/or QA experience
Proven track record of meeting and exceeding production and quality expectations
Strong verbal and written communication skills
Detail-oriented, analytical, and highly organized
Self-starter and ability to work in fast-paced and changing environment with minimal supervision
Thorough understanding of loan products
Financial services experience a plus
Experience building and growing a QA group a plus
Knowledge of Talkdesk, Zendesk, and Spectrum a plus
 
Benefits / Perks:
Great OPEN office location! / Recently renovated and opened office space
Conveniently located in downtown Phoenix
Competitive compensation package
Comprehensive benefits package: Medical, dental, & vision
Paid time off
Kitchen stocked with beverages, snacks & treats
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status