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Quality Assurance Associate I

Las Vegas, Nevada
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Customer Care Ctr - NV · Full-time

Description

JOB TITLE: Quality Assurance Associate I       

LOCATION: Las Vegas, Nevada

HOURLY RATE: $19.00/HR

WORK SCHEDULE:  Open


The Company:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected.  Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B. (https://www.cbinsights.com/research-unicorn-companies)

The Role

Sunbit, Inc., a rapidly growing FinTech startup, is looking for a self-motivated and ambitious Quality Assurance associate for our Las Vegas, Nevada office. Your job will be to perform routine inspections and quality audits. Key responsibilities for Quality Assurance Associate will be providing a wide variety of quality assurance audit support services and monitoring all aspects of Call Center Agents to ensure compliance with regulatory and industry requirements. This will be an hourly position that requires schedule flexibility of possible nights and/or weekends.


Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You’ll Be Doing:

  • Monitor inbound and outbound calls for adherence to compliance guidelines, internal processes and scripting, quality of customer service, and accuracy of information gathered and communicated
  • Collaborate and communicate with internal leadership and support teams to share insights and barriers to success
  • Periodically audit service results of supervisors for compliance and consistency
  • Provide tracking and reporting of Quality Assurance metrics
  • Engage in monthly calibration with supervisors and upper management
  • Recommend coaching and development opportunities to associates and supervisors


What You Bring to the Table:

  • 1-3 years experience in customer quality assurance, quality control or collections required, including performing QA for Contact Center
  • Working knowledge of multifunctional call recording and quality monitoring solutions (voice and screen capture)
  • Previous blended (voice, email, and chat) quality quantification experience preferred
  • Excellent verbal and written communication skills
  • Strong listening, analytical, and research skills
  • Previous experience with Five9 and Verint is a plus 


Perks Included: 

  • Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
  • Mission driven + empowered + collaborative environment
  • State of the art customer care contact center
  • Competitive pay and stock options
  • 12 days of PTO your first year with increases thereafter + Holiday Pay
  • Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
  • Newly added HSA and Pet Insurance
  • 401K Plan with Matching 
  • Casual Dress
  • Other fun team events and Spirit Days
  • Open door policy / Open office floor plan


Core Values for Success at Sunbit:

  • Serve others before self
  • Takes care of customers, and partners in a manner that demonstrates they are important
  • Own the impact
  • Ability to troubleshoot a variety of matters and holding yourself accountable
  • Strong organizational and time management skills with the ability to prioritize effectively
  • Connect genuinely
  • Build and maintain strong relationships with both customers and partners
  • Speak with customers and partners in a friendly, helpful and open demeanor
  • Act fast
  • Thrive in a fast-paced environment while maintaining a high level of support
  • Include always
  • Communicate well verbally and in writing, demonstrating empathy and understanding
  • Innovate for good
  • Establishes scalable capabilities by applying best practices to your workday.



Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

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