Quality Specialist
ProsperPhoenix, AZ
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Overview
Schedule
Full-time
Career level
Senior-level
Remote
Hybrid remote
Benefits
Health Insurance
Parental and Family Leave
Flexible/Unlimited PTO
Job Description
Your role in our mission
The Quality Specialist is a self-motivated and detail-oriented individual responsible for evaluating customer interactions across multiple lines of business. The ideal candidates will have strong critical thinking skills and the ability to provide fair and accurate analysis of call center interactions. This role will play a key part in maintaining quality and compliance standards, identifying opportunities for process improvements, objective coaching feedback, and supporting potential AI model training initiatives from a quality perspective. To be successful in this role, you'll need effective prioritization, organization, and time management skills with a focus on accuracy. Most importantly, we are looking for a team-oriented individual who brings curiosity, accountability, and a passion for quality. This position focuses primarily on production-based quality activities and foundational compliance support, while providing opportunities to develop skills for advanced quality and analytical roles.How you'll make an impact
- Monitor and evaluate customer interactions, (calls, chats, emails, etc.) across multiple lines of business to ensure adherence to quality and compliance standards.
- Complete evaluations of a specified number of interactions per line of business to support overall quality performance metrics. Meet established productivity, accuracy, and quality performance targets.
- Provide professional and constructive feedback on trends, strengths, and areas of opportunity within the feedback delivered. Escalate issues per established protocols
- Support and provide commentary to calibration and learning sessions to ensure alignment and consistency in scoring based on current guidance and best practices.
- Contribute to the continuous improvement of quality assurance guidelines, scorecard, and documentation by pointing out potential gaps and inconsistencies.
- Support special projects or other quality-related tasks as assigned by management.
Skills that will help you thrive
- Strong attention to detail with the ability to spot inconsistencies and ensure accuracy in every task.
- Critical thinking skills with a normal curiosity to ask ‘Why’.
- Self-starter who can work independently and with ambiguity.
- Ability to manage time effectively and prioritize tasks in a fast-changing environment.
- Comfortable with change and able to pivot quickly with changing priorities.
- Basic proficiency in Microsoft Excel and or Google Sheets.
- Clear and professional written communication skills.
- 2 years experience in call center quality or related role preferred.
Resources to help you prosper
- A hybrid connection:We believe in the "best of both worlds" - a hybrid environment (2 days/week in our PHX office) that balances high-touch collaboration with the flexibility of remote work.
- Invested in your future:A competitive salary and a 401(k) with a 5% company match to help you build long-term financial security.
- Holistic well-being:We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage.
- Professional & personal growth:Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace.
About Our Operations Team
Rooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?
About Us
Prosper introduced U.S. consumers to an innovative approach to personal finance as the first peer-to-peer lending platform in the country. Since 2005, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of digital personal finance products.Prosper’s flagship personal loan* marketplace continues to offer unique value for both borrowers and investors, while the Prosper® Card¹ provides essential access to credit and flexibility for those managing their financial journey. Guided by its mission to advance financial well-being, Prosper is dedicated to helping people thrive by meeting people where they are with simple, trusted, and affordable financial solutions. Learn more at www.prosper.com.We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!
Our Values
- Diversity expands opportunities
- Collaboration creates better solutions
- Curiosity fuels our innovation
- Integrity defines all our relationships
- Excellence leads to longevity
- Simplicity guides our user experience
- Accountability at all levels drives results
Applicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)
California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA.
Illinois applicants: please click here to view our Artificial Intelligence Notice for Applicants.
At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.
*All personal loans are made by WebBank.¹The Prosper® Card is an unsecured credit card issued by Coastal Community Bank, Member FDIC, pursuant to license by Mastercard® International.
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FAQs About Quality Specialist Jobs at Prosper
What is the work location for this position at Prosper?
This job at Prosper is located in Phoenix, AZ, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Prosper?
Employer has not shared pay details for this role.
What employment applies to this position at Prosper?
Prosper lists this role as a Full-time position.
What experience level is required for this role at Prosper?
Prosper is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Prosper for this role?
Prosper offers following benefits: Health Insurance, Parental and Family Leave, Flexible/Unlimited PTO, Career Development, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Prosper?
You can apply for this role at Prosper either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.