Junior Quality Analyst

| Kansas City, MO
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Why TrueAccord?

 

TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process. 


With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.


The Role:


As a Junior Quality Analyst (JQA) you will assist in the fulfillment of client audits, quality monitoring requests, pulling call recordings, contact monitoring, and other ad-hoc requests, for internal and external partners. 


The JQA will be responsible for assisting with quality monitoring, administrative support, and quality evaluations for the Customer Engagement and Account Servicing teams. Included, but not limited to monitoring customer inbound and outbound calls, email correspondence handled by TA Representatives. The JQA will assess associates' technical accuracy, customer service performance, and conformity to company policies and procedures.


***This position is onsite in Lenexa, KS.

What you'll do:

  • Coordinates fulfillment of client audit quality monitoring requests including pulling call recordings, contact monitoring, and other ad-hoc requests
  • Assist with the requested calls/notes/history for client audits, confirming the to confirm compliance with company policies.
  • Monitoring recorded calls and scoring for internal and external partners
  • Provide quality feedback of Representatives’ interactions with customers and fulfillment of requests performed by the Customer Engagement and Account Servicing Department.
  • Identify skill gaps and recommend learning solutions
  • Adheres to and enforces the program quality plan, Standard Operating Procedures (SOPs), and other governing documents that include service quality standards, quality scorecards, and monitoring processes
  • Participates in calibration activities and works collaboratively with contact center operations personnel to ensure consistency in quality service requirements

You have:

  • One year of Call Center experience required
  • QA experience or experience within a Call Center in a Lead role is highly preferred
  • Ability to prioritize and complete tasks within established contractual service levels requirements
  • Organizational, teamwork, and customer service skills
  • Highly effective oral and written communication skills
  • Proficiency with Google Docs, MS Office Products: Word, Excel, PowerPoint
  • Ability to work independently in a fast-paced, changing environment
  • Strong observation and diagnostic skills with the ability to give candid and professional feedback via contact monitoring assessments.
  • Willing to learn the beginning stages of quality assurance and continuous improvement concepts, procedures, and processes in a contact center environment.

Education:

  • 1+ years of relevant experience
  • High School Diploma 

Benefits, Perks, and Culture


- Everything you need to work remotely

- Work with talented and motivated people in a fast-paced, mission-driven environment

- Medical/dental/vision insurance, 401k (with match), flex spending plan, and life insurance

- Family-friendly policies - parental leave, flexible work from home!

- Unlimited PTO

- Transportation benefits

- Paid time off to do volunteer work in your community!


We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.


Our Dedication to Diversity & Inclusion


TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • CSSLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • DockerFrameworks
    • FlaskFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • Google CloudServices
    • LookerAnalytics
    • CanvaDesign
    • FigmaDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • Monday.comProject Management

An Insider's view of TrueML

What are some social events your company does?

There are a growing number of public and private offerings available to all employees. Since we are mainly a remote environment, there are bi-monthly meetings designed to explore & celebrate mental health, physical wellness, gender, race, and equity. Leadership is also very diligent in organizing department offsites.

Eric

Sales Representative

What does your typical day look like?

A day at TrueML is fun as it’s truly different day-to-day. It can include defining requirements, working with Engineers, talking to our customers or clients, discussing new initiatives in the pipeline, building buy-in into our roadmap, and more. It's a mix of meetings, Slack conversations, and in-person working sessions and is never predictable.

Nisha

Senior Product Manager

How does the company support your career growth?

Beautiful things can happen if you work diligently and communicate your goals to your manager. For example, my current role, Paralegal Operations Analyst II, is a "hybrid role" because I expressed interest in learning about operations. I also expressed interest in a leadership role and was placed in the company's management development series!

Leana

Paralegal Operations Analyst II

What is your vision for the company?

We began our journey by launching the first digital collection agency, TrueAccord. Throughout the years, we've learned where TrueML can create value for those in debt. Having interacted with tens of millions of consumers, TrueML is in a unique position to promote its ultimate vision: A world in which no one gets locked out of the financial system.

Nadav

Co-Founder & Chief Innovation Officer

What's something quirky about your company?

The TrueAccordians represent a virtual band experience made up of employees from all over the company. With lyricists, singers, pianists, drummers, and even a saxophonist to boot, this unique extracurricular is easily a favorite work perk.

Candace

Content Specialist

What are TrueML Perks + Benefits

TrueML Benefits Overview

Benefits, Perks, and Culture

- Everything you need to work remotely
- Unlimited PTO
- Medical/dental/vision insurance
- 401k through Charles Schwab
- Flexible Spending Account & Limited FSA
- Short + long term disability, life insurance options
- Family-friendly maternity and paternity leave
- Employee assistance program (EAP) via Claremont. Get free short-term counseling for mental health, free + discounted legal consultations, free financial consultations, access to work/life consultants, and more!
- PerkSpot discount program. PerkSpot offers exclusive discounts to 900+ merchants nationwide, and has exclusive discounts up to 60% on hotels worldwide.
- Paid time off to do volunteer work in your community.
- Access to the Wellness Coach app for you and 5 family members

We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.

Our Dedication to Diversity & Inclusion

TrueML and TrueAccord are equal opportunity employers. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Onsite office parking
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Unlimited PTO is not just a gimmick here at TrueML. We partner closely with the management team to ensure all employees are encouraged to leverage this benefit to recharge, explore, and enjoy their life.

Our employees asked for volunteering time off, and we delivered! All employees are allotted 16 hours of paid volunteer time off to give back to their community. We incorporate volunteering into our department offsites and Executive visits across the country.

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