What are the responsibilities and job description for the QA Specialist position at AccruePartners?
The Team You Will Be Joining
Principal Expectations
- Dynamic and creative company located in Charlotte, NC, and Headquartered in San Francisco
- Dedicated to making financial progress possible for everyone.
- National presence providing excellent service to over 60 million members.
- Vibrant work environment with a culture founded on collaboration and good energy.
- Fun and optimistic atmosphere, combining all the perks of a tech company with a healthy work-life balance.
- Tons of opportunities to take on responsibility and ownership and have a meaningful impact.
- You are encouraged to identify opportunities to scale the product, technology, and organization, and then launch them into action.
- Having a healthy and happy team is their number one priority- family focused organization.
- Free amenities, paid company trips and outings, competitive salary, and generous benefits.
Principal Expectations
- The Member Support Quality Assurance Analyst will assist with the day-to-day operations of the Member Support QA program by partnering closely with operational leads within the organization to identify and communicate agent and team performance issues, surface product or process improvement opportunities, and ensure that quality standards are being met. The QA Analyst will help establish a strong relationship with MS vendor partners to continuously improve the agent experience and quality of member interactions.
- Evaluate member cases handled by support agents to provide coaching and feedback
- Conduct audits of tickets previously graded by vendor QA teams to ensure alignment with established quality standards
- Review member satisfaction surveys to analyze patterns and behaviors that drive member dissatisfaction
- Work closely with vendor partners to identify any gaps or inconsistencies in workflows, content or training, and agent tools
- Coordinate and facilitate weekly meetings and calibration sessions with vendor partners
- Review QA performance data as necessary to identify agent improvement opportunities
- Ensure vendor compliance with CK company policies
- Conduct regular audits of compliance-related processes to report out to Legal and Compliance stakeholders
- Create, document, and update QA workflows to enhance program quality
- Respond to escalated support tickets as necessary
- Work closely with Money teams to identify agent workflow opportunities
- 1-3 years experience in customer service, QA, and/or a solid understanding of Credit Karma’s Member Support policies, procedures, and workflows
- Some operational experience preferred
- Comfortable working with and analyzing data
- Excellent written and communication skills
- Able to evaluate workflows and processes from different angles to become a strong member and agent advocate
- Approaches challenges with curiosity; willing to investigate and get their hands dirty to get to the root of a problem
- Some experience with analyzing large data sets and distilling trends and recommendations to stakeholders
- Strong bias toward efficiency; proactive in identifying gaps in existing procedures
- Agile in a fast-paced and ever-changing environment
- Comfortable communicating and collaborating with key stakeholders of all levels
