Description
JOB TITLE: Quality Assurance Supervisor
LOCATION: Las Vegas, Nevada
HOURLY RATE: Salary
WORK SCHEDULE: Monday- Friday 8:00am to 4:30pm
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 16,000 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.
The Role:
Our Quality Assurance Supervisors are responsible for upholding Sunbit’s Customer Care Core Values, which include building a positive team and family spirit. The Quality Assurance Supervisor will help to provide a motivating and productive environment, helping to build and lead a team of 5-10 Quality Assurance Associates.
This position is not remote and will require you to be in office.
What You’ll Be Doing:
- Hire, Coach and Develop new and existing associates
- Oversee and engage in monitoring call center employees to ensure they provide customer service conforming to company guidelines
- Coach agents to gain knowledge and skills for excellent customer service and all departmental practices
- Lead weekly and monthly team huddles, presenting coaching programs for employee career advancement and employee retention
- Assist with questions relating QA and providing reports on call center performance for the operations team and center managers
- Monitor agent performance and provide monthly call evaluations scores
- Help develop and implement new policies and optimize current processes
- Motivate and encourage agents through positive communication and feedback
- Enforce Company policies for quality work and performance while ensuring compliance.
- Monitor employee time cards and scheduling for payroll submissions
- Participate in interviews, administration of write ups, termination, and co-worker improvement plans per company’s guidelines
- Track employee performance, identifying trends and making sure they meet sales performance goals
- Making sure call center employees provide complete and accurate information to callers
Requirements
What You Bring to the Table:
- 2+ years of work experience as a call Quality Assurance Supervisor
- Outstanding verbal and written communication skills
- Proficient computer and analytical skills
- Excellent organization and leadership abilities
- Excellent data analyzing and review Skills
- Available to work early morning, evening, and/or weekend shifts
- Great people skills and ability to build rapport
- Knowledge of Five9 and Verint is a plus
- Great eye for detail
- Ability to teach and mentor
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
Cultural Competencies for Success at Sunbit:
- Serve others before self - Service oriented mindset
- Own the impact - Take pride in effectively managing payroll on a daily basis
- Connect genuinely - Effectively connect with internal stakeholders
- Act fast - Respond to internal team members in a timely manner
- Include always - Work closely with Accounting team and actively welcome peers within the organization
- Innovate for good - Continuously help our internal team create efficient processes
Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.
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