Call Center Quality Assurance

| Salt Lake City, UT
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Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here.  Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.

Galileo Processing is actively looking to fill the position of Quality Assurance specialist. As a Quality Assurance specialist, you will be responsible for monitoring and observing customer service calls then provide timely feedback to ensure quality standard and compliance with policies and procedures. 

Duties and Responsibilities:

  • Monitor and evaluate a high volume of calls for compliance and customer service skills 
  • Monitor the effectiveness and quality of incoming calls, as well as the effectiveness of training received on products, services, system applications, etc... 
  • Determine weaknesses in performance and establish solutions to improve 
  • Ensure compliance with company's quality systems 
  • Identify process improvement opportunities 
  • Review performance with Quality Team Supervisor 
  • Generate and maintain feedback and coaching documentation 
  • Offer daily feedback via verbal & written communication 
  • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center 
  • Attend various trainings and develop relevant skills 
  • Attend and host calibration call sessions 
  • Ability to work and complete projects without supervision, self-motivated 
  • Ability to communicate with discretion and professionalism, understanding when confidentiality is needed 

Qualifications:

  • Previous quality experience a plus 
  • Excellent oral and written communication skills required 
  • Must possess excellent planning and organizational skills
  • Excellent organizational skills and ability to handle multiple tasks under deadlines 
  • Strong attention to detail, superior listening skills 
  • Ability to work in team environment
  • Bi-lingual Spanish and English is preferred. 


Why you’ll love working here:

  • Competitive salary packages and bonuses
  • Comprehensive medical, dental, vision and life insurance benefits
  • Generous vacation and holidays
  • Paid parental leave for eligible employees
  • Retirement plans and education on retirement planning
  • Monthly contribution up to $200 to help you pay off your student loans
  • Great health & well-being benefits including: telehealth parental support, subsidized gym program
  • Fully stocked kitchen (snacks and drinks)

Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

More Information on Galileo
Galileo operates in the Healthtech industry. The company is located in New York, NY. Galileo was founded in 2018. It has 100 total employees. It offers perks and benefits such as Friends outside of work, Eat lunch together, OKR operational model, Team based strategic planning, Group brainstorming sessions and Open office floor plan. To see all 3 open jobs at Galileo, click here.
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