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Call Center Quality Assurance Analyst

Location
Chicago, IL

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Who We Are:nBraviant Holdings is a leading provider of analytics and technology-driven alternative financing solutions for consumers. We currently operate two brands: Balance Credit and Chorus Credit.nWith an office in downtown Chicago, we are growing rapidly and looking for smart, passionate people to help us develop into a market leader in the fast-growing fintech space. Our industry is anticipated to grow up to 10x in the next 10 years. Come join us as we work together to streamline the borrowing process and transform how people access credit online.nThe Role:nOur Operations Team is looking for an Operations Quality Assurance Analyst for both Braviant Consumer products (Balance Credit and Chorus Credit). This is a high impact role at an early stage company responsible for creating and upholding all operations standards. In this role, you will partner with Braviantu2019s call center vendor, Promovere Servicing, to oversee the health and effectiveness of the internal QA program. You will learn all internal operations processes and ensure they are adhered to by the Promovere team. nThe Call Center Operation Support Analyst will report to the Head of Operations and be responsible for performing QA audits and coaching Promovereu2019s QA team on their audit findings.nu00a0nPrimary Responsibilities:nPerform daily quality reviews of Promovere call center associates to ensure quality standards and processes are upheldnProvide routine feedback to the Chicago and Promovere Management Team to continue to improve customer experience. nMonitor the health of the QA program and ensure the Promovere QA team is adhering to Braviantu2019s QA monitoring program.nParticipate in a weekly QA calibration meeting with the Promovere teamnu00a0Provide input and assist with the development of additional training or process improvementsnRequired Skills:nAbility to coach and provide feedback on an process deviations detected.nStrong customer service focus and interpersonal skills nExcellent written and oral communicationnFlexibility and ability to quickly adapt to change, self-motivator nDifferentiating Factors:nBacheloru2019s degreenFluent in English and SpanishnExperience in a call center, retail or high volume work environment with time in a Quality Assurance role as a plusnKnowledge of MS office products and/or Google Suite with basic Excel/Google Sheets experiencenTraining developmentnTarget Service Level / Performance Expectations:nMeet or exceed all individual and department goals, with an emphasis on call quality scores and error ratesnAdhere to all company policies, procedures, and practicesnAbility to quickly implement feedback, coaching, and training as providednLooking for perks?u2022 3% 401K employer contribution that is immediately vestedu2022 Health benefits? Weu2019ve got you fully covered.u2022 Flexible work schedule with results-based cultureu2022 Generous PTOu2022 Annual professional development allowance u2022 Fully stocked kitchenu2022 Casual dress codeu2022 Team building events and happy hoursu2022 Significant career upside as our business grows,

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