Puridy Financial is an emerging financial tech company seeking to grow their team in San Diego.

• This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors.

Key Responsibilities:

• Monitor inbound and outbound telephone calls to ensure service meets all quality assurance standards.
• Document customer service quality issues according to company procedures.
• Maintain objectivity across scoring.
• Ensure CSRs use outlined greetings, scripts, and call procedures and follow quality standards.
• Provide QA scores and feedback to leads for it to be delivered to CSRs.
• Resolve any complex quality assurance disputes arising from completed QA questionnaires.
• Meet the required daily/weekly quota of QA questionnaires.
• Participate in call calibration sessions to continuously align on rating methodology.
• Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
• Performs call monitoring and provides trend data to the site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.

Qualifications:

• Exemplary written and verbal communication skills.
• 2 years of experience in handling Inbound/Outbound voice calls.
• 6 months of experience as a QA monitoring Call Transactions would be a plus however not mandatory.
• Should be flexible to work in rotational shifts.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Professional demeanor with the ability to maintain confidential information.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Knowledge of QA terms, tools, and methodologies.
• Strong analytical skills and attention to detail.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Hourly pay
• Overtime pay

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years

Schedule:

• 8 hour shift

Ability to Commute:

• San Diego, CA 92128 (Preferred)

Work Location: In person