Associate Quality Assurance Coordinator - Financial Services

This is a Fully Remote Job
About Our Client:
The organization operates within the financial services industry, focusing on supporting and enhancing customer interactions in call center environments. It addresses the challenge of maintaining high-quality customer service across multiple clients by implementing quality assurance processes and training programs. With a presence in multiple countries and involvement in innovative service solutions, this team aims to improve individual and departmental performance to enhance the overall customer experience.
About the Opportunity:
The ASSOCIATE QUALITY ASSURANCE COORDINATOR - FINANCIAL SERVICES is responsible for identifying training and development needs for customer service call center representatives. This role focuses on improving individual and team performance through call monitoring, coaching, and quality analysis. The position contributes by targeting deficiencies and enhancing quality assurance metrics, thereby supporting better client satisfaction and operational efficiency.
Responsibilities:
Identify quality assurance deficiencies through root cause analysis
Collaborate with Training and Management to develop error-reducing programs
Create tools, resources, and job aids to improve results
Prioritize tasks to meet deadlines and targets
Provide statistical data and error patterns by client and department
Develop action plans to address deficiencies
Adapt to various skill sets and working styles
Work with Call Center Management to improve QA scores
Participate in internal and client calibration sessions
Conduct monthly side-by-side and silent monitoring based on KPIs
Maintain positive relationships with management and employees
Serve as liaison between clients, management, associates, and quality assurance
Review and evaluate claim decisions
Requirements:
High school diploma or GED
Three years of related quality assurance experience
Intermediate proficiency in Microsoft Excel, Word, and PowerPoint
Ability to build rapport with clients professionally over the phone
Capability to multitask and navigate a Windows environment in a fast-paced setting
Strong analytical skills
General knowledge of QA systems and tools preferred
Detail-oriented and project-focused
Strong organizational and time management skills
Ability to manage multiple priorities and meet deadlines under pressure
Willingness to adapt to changing products and environments
Ability to work independently and communicate conversationally
Coaching skills for call center representatives
Relationship-building skills with problem-solving and diplomacy
Ability to assess and diffuse difficult situations and escalate when needed
Commitment to learning product and service details
Bilingual in English and Spanish preferred
Pay Range and Compensation Package:
$19.08 to $30.53 per hour
Benefits & Perks:
No benefits explicitly mentioned.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Skills
Excel

Experience
3+ yrs

Work arrangement
Yes