Possible

QA Engineer

• Evaluate customer support interactions across multiple channels (phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
• Review back office handling of underwriting and credit dispute tasks to assess quality and adherence to procedures.
• Analyze agent performance to identify trends, patterns, and areas for improvement and provide actionable recommendations.
• Deliver constructive feedback and coaching to agents; collaborate with floor support and team leads for mentorship and development opportunities.
• Support establishment and improvement of QA standards, guidelines, and procedures for customer support and back office processes.
• Compile, report on, and track team performance metrics and trends.
• Work cross-functionally with customer support, back office teams, training and documentation, and leadership to implement quality improvement initiatives.
• Evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions.

Quality Assurance Specialist, Operations