Job Description

We are seeking experienced Call Center Quality Assurance Specialists to join our growing team!

In this role, you will directly impact our service quality by monitoring agent calls and driving improvements in customer interactions through call reviews and call scorecards.

If you’re passionate about elevating service standards and making a tangible difference, we want to hear from you!

What You’ll Do:

• Conduct objective agent call reviews, including evaluating salesmanship, script adherence, call quality, and product knowledge, and compile final scorecards and performance summaries.
• Perform internal process audits to ensure accurate loan offers, correct loan rates, and effective application disposition; provide recommendations to enhance process efficiency and user functionality.
• Utilize software tools like Enthu and Teramind to assess agent efficiency and adherence to procedures, and offer solutions to improve performance and meet production quotas.
• Analyze and address significant agent errors leading to credit returns and correction notices, collaborating with management to develop strategies to prevent recurrence.
• Monitor customer complaints and feedback, identify root causes of issues, ensure consistency in consumer experience, and escalate persistent quality concerns for further review.
• Perform other duties and responsibilities as assigned.

Qualifications

What We Look For:

• Prior Quality Assurance experience in a high-volume call center environment or related experience required.
• High school diploma, GED, or equivalent experience required; Associate’s degree in Communication, Business, or related field preferred.
• Familiarity with speech analytics platforms is strongly preferred.
• Excellent customer orientation with strong ability to manage call quality and control.
• Excellent ability to actively listen and maintain a consistent positive customer experience.
• Strong familiarity quality assurance standards, sales processes, and procedures.
• Excellent attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills.
• Strong critical thinking skills and the ability to find resourceful resolutions.
• Extremely reliable and dependable.
• Proficient in Outlook, and Microsoft Office Suite or related software.

Additional Information

We offer a comprehensive compensation and benefits package where you will be rewarded based on your performance and recognized for the value you bring to the business. A reasonable estimate of the salary range for this job is $24.00 to $29.00. Individual salaries within those ranges takes into account the wide range of factors that are considered in making compensation decisions including but not limited to education; experience and training; licensure and certifications; knowledge and skill sets; and other business and organizational needs.

RIVO Holdings, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, disability, age (40 years old or older) and genetic information (including family medical history), past or present military or veteran status, or any other characteristic protected by applicable law.