QA Analyst

Credit & Risk
Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives.  

Upgrade, Inc. is a new consumer credit platform that combines personal loans with tools that help consumers understand, monitor and improve their credit. The company raised $60 million in its first capital raise last year, which remains the largest Series A round ever raised by a fintech company. While the founding team is very accomplished and the business model has been well established, we are still in the early days of this new platform and there is still an opportunity to have a very significant impact.
We are looking for new team members who get excited about creating, designing and implementing new and better solutions to join a team of just over 250 talented and passionate fintech engineers, product, credit, finance, legal, compliance, design, operations and marketing professionals. 

Upgrade is currently seeking Quality Assurance Analysts to join our team in Phoenix, AZ. Quality Assurance Analysts are accountable for ensuring customer service representatives and verification specialists meet or exceed Upgrade’s quality standards.  To do this, QA team members review, document, and report on the accuracy of the verification process and customer facing employees’ adherence to applicable regulations and guidance, company policies and procedures, and the level of customer service provided. QA team members will also be actively involved in improving the overall Quality Assurance program.  For the first 2-3 months, this position will be a part of the Credit Operations team, with the same responsibilities and expectations as a Credit Specialist to build your expertise in Upgrade’s processes and procedures. This first-hand knowledge will be an integral part of your on-boarding and training to establish a firm foundation to make recommended program improvements  This position reports into the Director of Operational Risk.

Responsibilities (during Credit Operations assignment):
Maintain high quality while processing large volumes of loan applications
Provide excellent customer service to inbound and outbound calls 
30-50% of time will be on the phone assisting customers
Be an expert on our product and processes
Bring a flexible mindset – as a start up, we are growing quickly, and you may need to adapt to changing policies and procedures while maintaining high quality work output
Review financial documents submitted by borrower
Verify and calculate customer income
Detect suspicious and fraudulent loan applications
Meet or exceed production, quality, and customer service goals 

Responsibilities (Quality Assurance Analyst):
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
BA/BS degree or higher in related field preferred
1-3+ years of call center and/or QA experience, preferably with 1+ years in the banking, financial services, or related industry
Proven track record of meeting and exceeding production and quality expectations
Team player who enjoys a collaborative environment
Strong verbal and written communication skills
Detail-oriented, analytical, and highly organized with an ability to multi-task
Self-starter and ability to thrive in fast-paced and changing environment with minimal supervision
Thorough understanding of loan products
Proficient with Excel, Word, and Outlook
Knowledge of Zendesk or other CRM applications is a plus
Experience building and growing a QA group a plus
Benefits / Perks:
Great OPEN office location! / Recently renovated and opened office space
Conveniently located in downtown Phoenix
Comprehensive benefit package: Medical, dental, vision, life, disability
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