RIVO Holdings, LLC · 3 weeks ago
Call Center Quality Assurance Specialist
San Diego, CA
Full-time
Onsite
Mid Level
$24/hr - $29/hrRIVO Holdings, LLC is a recognized company that values hard work and performance, fostering a culture of growth and collaboration. They are seeking experienced Call Center Quality Assurance Specialists to monitor agent calls and drive improvements in customer interactions through evaluations and audits.
Financial Services
Responsibilities
Conduct objective agent call reviews, including evaluating salesmanship, script adherence, call quality, and product knowledge, and compile final scorecards and performance summaries
Perform internal process audits to ensure accurate loan offers, correct loan rates, and effective application disposition; provide recommendations to enhance process efficiency and user functionality
Utilize software tools like Enthu and Teramind to assess agent efficiency and adherence to procedures, and offer solutions to improve performance and meet production quotas
Analyze and address significant agent errors leading to credit returns and correction notices, collaborating with management to develop strategies to prevent recurrence
Monitor customer complaints and feedback, identify root causes of issues, ensure consistency in consumer experience, and escalate persistent quality concerns for further review
Perform other duties and responsibilities as assigned
Qualification
Required
Prior Quality Assurance experience in a high-volume call center environment or related experience required
High school diploma, GED, or equivalent experience required
Excellent customer orientation with strong ability to manage call quality and control
Excellent ability to actively listen and maintain a consistent positive customer experience
Strong familiarity quality assurance standards, sales processes, and procedures
Excellent attention to detail, time management, and organizational skills
Excellent verbal and written communication skills
Strong critical thinking skills and the ability to find resourceful resolutions
Extremely reliable and dependable
Proficient in Outlook, and Microsoft Office Suite or related software
Preferred
Associate's degree in Communication, Business, or related field preferred
Familiarity with speech analytics platforms is strongly preferred
Benefits
Optimal Work-Life Balance: Benefit from a schedule with no evening or weekend work – enjoy your weekends for relaxation and personal time
Childcare Support: Receive up to $5,000 annually in childcare reimbursement to ease the balancing act of work and family
Stay Fit for Free: Join our FREE weekly group workouts and keep your health and energy levels at their peak
Company Events & Social Hours: Enjoy regular happy hours and company-wide events to celebrate achievements and build community with fellow employees
Padres Tickets: Catch a Padres game with exclusive access to season long raffle drawings in the RIVO ticket section. Go Padres!
Daily Perks: Savor FREE coffee, energy drinks, and snacks – fueling your productivity and satisfaction!
Parking & Commute Made Easy: Say goodbye to commuting hassles and high gas prices – enjoy a company-paid parking or MTS pass
Dedication Incentives: Opportunity to earn more money with our perfect attendance incentive – your dedication and reliability deserve recognition
Generous Time Off: Recharge and live your best life with company paid holidays and PTO each year
Comprehensive Health Coverage: Benefit from medical, dental, and vision plans with a 70/30 cost share—because your well-being is our priority
Secure Your Future: Take advantage of our 401(k) plan with employer matching to invest in your future with confidence
Company
RIVO Holdings, LLC
RIVO Holdings provides personal service and exceptional quality in the financial services industry for a national customer base.
Founded in 2008
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Steve Newman
Chief Operating Officer
Alex Goodman
Executive Assistant To Chief Executive Officer
Company data provided by crunchbase