Overview
We hire people, not positions. That's because at Concora Credit, we put people first, including our customers, partners, and Team Members.
Concora Credit is guided by a single purpose: to help non-prime customers do more with credit.
Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more.
As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More!
Our Call Quality Specialist provides a top-tier customer experience. We are responsible for supporting our customers by monitoring and auditing agents’ customer interactions and workflow processes. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers.
We want to ensure your success, so our training is 100% mandatory. We are unable to accommodate any tardiness or time off during our new hire training.
Scheduled workdays are typically 8 hours a day, with schedules of Monday – Friday, 8 am – 5 pm.
Responsibilities
As our Call Quality Specialist, you will:
- Monitor and evaluate agent/customer interactions to Concora Credit's expectations and regulations.
- Provide coaching feedback to all agents.
- Partner with operations to provide small group/individual coaching sessions.
- Partner with outside agencies and internal departments for ongoing calibration of expectations and scoring.
- Analyze data for trends or areas of business risk and customer experience.
- Assist with the development of action plans to improve service to customers and reduce risks to the business.
- Ensure strict compliance with FDCPA/SDCPA and appropriate guidelines.
- Assist the management team in implementing new policies and/or procedures.
- Identify and flag policies and procedures for updates and/or corrections.
- May be asked to work nights and weekends due to business needs.
- Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
- Hold a high bar for support when owning customer interactions
- Collaborate with members of other teams to root out answers and be a resource to Teammates
- Meet department goals and standards
- Other duties as assigned
These duties must be performed with or without reasonable accommodation.
This position is remote; however, there may be times, such as for training or IT-related support, when we ask Team Members to come onsite.
We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.
Qualifications
Requirements
- High School diploma or GED.
- Working knowledge within Windows Operating Systems or equivalent.
- Thrive in a fast-paced, high-volume environment.
- Be proficient with technology and using multiple systems.
- Possess a high level of understanding, patience, and empathy. Ability to navigate more difficult conversations/interactions with professionalism.
- Commitment to continuous growth and learning.
- Ensure privacy and security practices are always followed.
- Have appropriate remote work set-up, such as a quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.
What’s In It For You
- Medical, Dental, and Vision insurance for you and your family
- Relax and recharge with Paid Time Off (PTO)
- 6 company-observed paid holidays, plus 3 paid floating holidays
- 401k (after 90 days) plus employer match up to 4%
- Pet Insurance for your furry family members
- Early access to earned wages with Payactiv
- Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
- We invest in your future through Tuition Reimbursement
- Save on taxes with Flexible Spending Accounts
- Peace of mind with Life and AD&D Insurance
- Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability
Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Concora Credit Is an equal opportunity employer (EEO).
Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com .
