QA Associate - Payment Solutions
Quality Assurance Associate (Phones)
Quality Assurance Associate | San Francisco, CA, United States
Lending Club (NYSE: LC) is the world’s largest online marketplace connecting borrowers and investors. Our mission is to transform the banking system to make credit more affordable and investing more rewarding and help people achieve their financial goals. We operate at a lower cost than traditional banks and pass the savings on to borrowers in the form of lower rates and to investors in the form of attractive risk adjusted returns. Since launching in 2007, we’ve built a trusted brand with a track record of delivering exceptional value and satisfaction to both borrowers and investors. We’re proud to be recognized as a leader for our growth and innovation, including being named a CNBC Disruptor 50 for the second year in a row, one of Forbes’ America’s Most Promising Companies for three years in a row, one of the Inc. 500., as well as the company with the “Best Start-Up CEO to Work For” by Business Insider. We’re conveniently located in downtown San Francisco, California. In 2014, we had the largest IPO for a U.S.-based tech company.
The ideal candidate has a proven track record of being a top performer in a customer-facing operations role. The candidate has superb attention to detail, great work ethic and is passionate about providing amazing customer service.
The Quality Assurance Associate is responsible for ensuring that documented operational processes & procedures are being followed by providing objective feedback/metrics to agents via QA monitors. The QA Associate will monitor, on a daily basis, phone calls for Payment Processing, Payment Solutions and Vendor teams, and possibly other departments and customer channels (e.g. e-mail, chat, etc.). The QA Associate will work closely with training and Supervisors to stay on top of changes, provide quality agent-level feedback and identifying trends and areas of improvement. This position will report to the Manager of Quality Assurance be an 80%+ production role.
- Phones experience (Member Support or preferably Payment Solutions & Payment Processing)
- BA or BS degree
- Excellent communication and interpersonal skills
- Ability to effectively communicate verbally and in writing
- Superb attention to detail
- 6+ months of experience with Lending Club operations
- Ability to interact with individuals at all organizational levels
- Willingness to learn new proficiencies in other departments
- Desire to pursue career in Quality Assurance field
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