Quality Assurance Specialist, Contact Center at Goodleap

Granite Bay, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Sustainable Energy, Fintech, Contact CenterIndustries

Requirements

Conscientious and focused listening and reading skills with strong attention to detail
Analytical and problem-solving skills, and the use of good judgment
Ability to identify and provide professionally written actionable feedback
Effectively and professionally communicate verbally and in writing, including notation
Commitment to supporting the growth and development of evaluated representatives
Ability to adapt quickly to changing priorities and environments in a fast-paced setting
Effective time management, and the ability to meet targets within a specific timeline
Excellent interpersonal, facilitation, and relationship management skills
Ability to work independently with general direction and be self-motivated

Responsibilities

Perform call, text, and email monitoring for various departments and provide professionally written, actionable feedback and information as it pertains to the improvement of performance, procedures, compliance, and customer experience
Deliver professionally written reviews, reports, and information as they pertain to various departments and the company’s quality assurance needs
Participate in quality calibration and ongoing quality assurance training
Assist and back up with other duties, as assigned
Monitor and evaluate call, email, and text interactions between representatives and customers to identify areas of improvement
Provide actionable feedback to various departments to enhance performance and maintain a high level of service standards
Report on account documentation, adherence to company policies, and compliance

Skills

Key technologies and capabilities for this role

Call MonitoringEmail ReviewText AnalysisQuality AssuranceCompliance MonitoringCustomer ExperiencePerformance FeedbackCalibrationReport WritingAdherence Reporting

Questions & Answers

Common questions about this position

What is the pay for the Quality Assurance Specialist position?

The position pays $19.50 per hour.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills are required for the Quality Assurance Specialist role?

Required skills include conscientious listening and reading with strong attention to detail, analytical and problem-solving skills, ability to provide professionally written actionable feedback, effective communication verbally and in writing, and excellent interpersonal and time management skills.

What is the company culture like at GoodLeap?

This information is not specified in the job description.

What makes a strong candidate for this Quality Assurance Specialist role?

Strong candidates demonstrate conscientious listening with attention to detail, analytical problem-solving, professional communication skills, adaptability in a fast-paced environment, and the ability to work independently while providing actionable feedback.

Goodleap

Marketplace for sustainable home upgrades and financing

About Goodleap

GoodLeap provides a marketplace for sustainable home solutions, connecting homeowners with professionals who specialize in eco-friendly home improvements. Their platform simplifies the purchasing process by offering a single point of sale technology that allows users to explore various upgrade options and choose flexible payment plans that suit their budgets. Unlike many competitors, GoodLeap focuses specifically on sustainability and partners with over 18,000 professionals nationwide, ensuring a wide range of services and expertise. The company's goal is to help homeowners make environmentally conscious upgrades while saving money, and they also contribute to sustainable energy projects through their partnership with GivePower, donating a portion of their revenue with each transaction.

Roseville, CaliforniaHeadquarters

2003Year Founded

$778.2MTotal Funding

DEBTCompany Stage

Energy, Fintech, Social Impact, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Emerging fintech companies offering similar solutions could erode GoodLeap's market share.

Rising interest rates may reduce the affordability of GoodLeap's financing options.

Direct-to-consumer solar panel sales could threaten GoodLeap's traditional financing model.

Differentiation

GoodLeap offers a seamless point-of-sale platform for sustainable home upgrades.

The company partners with over 18,000 professionals nationwide for home improvement solutions.

GoodLeap supports GivePower, donating to sustainable energy projects with every transaction.

Upsides

GoodLeap closed a $470 million securitization backed by sustainable home improvement loans in 2023.

The company raised $800 million to expand in a $430-billion-per-year market.

Increased consumer interest in energy-efficient upgrades boosts demand for GoodLeap's financing options.

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