Quality Assurance Specialist - Call Center Beyond Finance - Houston, TX Beyond Finance is a world class next generation finance company in the Boston area. We provide financial products that are simple & transparent, helping to improve peoples lives. We are committed to creating customized solutions that improve quality of life, and offer relief. Beyond Finance has reinvented consumer debt management by investing in the most innovative technology. Our team consists of; trailblazers in data science, credit, servicing and marketing. Our leadership helped create and grow brands like WebEx, Barclays, Prosper and Capital One. Our core culture includes highly successful thought leaders, problem-solvers, solutions providers, entrepreneurs, and advisors. We offer: * Competitive salary * 401(K) match * Benefits package including medical, dental, vision & Healthy Actions Reimbursement * Wellness initiativeshealthy snacks, fruit, waters, drinks to boost your performance throughout the day * Career advancement SUMMARY: Beyond Finance is seeking a Quality Assurance Specialist who will apply precise program knowledge by assessing 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 & improvement. This role interfaces with upper management to report findings, and recommend new strategic objectives aligning with Beyond Finance vision and mission. RESPONSIBILITIES: * Perform quality assurance monitoring for all departments within call center including Operations, Debt Solutions Enrollments, & Customer Success * Identify areas requiring room for improvement * Evaluate customer interactions (via phone, social media, email, chat, etc), then develop metrics for excellence to measure performance * Create & track accurate timely quality-monitoring reports * Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls * Communicate detailed feedback and consistent follow up with all teams * Recommend policy and procedure changes based on quality monitoring observations * Update relevant departments providing any changes required for all manuals, tools, and other written resources