Quality Assurance Specialist

About defi SOLUTIONS: defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions, together with technology-enabled processing services, creates a flexible, configurable, and scalable platform that addresses lenders' and borrowers' ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures, and Fiserv.

What is in it for You?

• Paid Training
• Up to four weeks of PTO (Paid Time Off) allotted per year to encourage a healthy work/life balance
• Tuition Reimbursement
• Day One - Comprehensive Benefits Package
• We encourage your individual growth and look to promote within!

Workplace Values: The Titles Specialist will be expected to operate in line with our workplace values which are:

• Get it done
• Win as a team
• Better every day
• Do it with passion

Duties and Responsibilities: defi SOLUTIONS seeks a Quality Assurance – Call Quality. In this role, you will monitor and evaluate associate call behaviors to ensure quality standards and client specifications are met. You will also review back-office functions to determine accuracy, overall quality, and adherence to client requirements.

• Monitor and evaluate production agents’ call behavior performance according to quality specifications and requirements.
• Maintain accurate quality data for call behavior performance documentation.
• Measures, reports, and calibrates team and call center performance routinely.
• Calibrate quality scores with managers & clients and provide constructive feedback on improvement areas.
• Participate in team meetings, proactively communicating with other team members to encourage process and training improvement.
• Create, develop, and implement quality programs and competitions to promote quality initiatives.
• Gives constructive feedback in oral and written form.
• Utilizes Genesys Cloud system; typical tasks include completing call evaluation forms, calibration forms & coaching packages, creating & running reports, trending data, building & maintaining quality plans, and managing the Call Library.
• Conduct both observation and back-office audits as pertinent to line of business; typical tasks include verifying payment posting, account updates & delivery of consumer information
• Provides quality assurance support to new supervisors, acts as quality assurance liaison with Training and Operations Departments.
• Perform ad hoc functions & quality audits, as necessary.

Additional Skills/ Knowledge:

• Skilled in establishing and maintaining effective working relationships.
• Ability to use charts and graphs in Excel and to communicate analysis/conclusions in verbal and written form
• Ability to understand concepts of percentages, basic math.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to conduct and facilitate team meetings with associates and various levels of management.
• Ability to adapt to changing priorities, meet deadlines and work well under pressure.
• Ability to follow defined procedures and navigate specialized & challenging situations.
• Ability to communicate in a professional manner.

Required Qualifications:

• HS Diploma or GED
• 2 years' experience in a Call Center environment
• Proficient in MS Excel

Preferred Qualifications:

• Available to work Monday - Friday 8:30 am - 5 pm Eastern.
• Associates Degree
• 1- 3 years of experience in a Quality Assurance/Quality Control or Team Lead position
• Experience using NICE systems or another call recording solution

Travel required:

• No travel is required for this position

Affirmative Action/EEO Statement: defi SOLUTIONS is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.