Quality Assurance Associate or Lead

Summary

Join Mosaic, a leader in clean energy financing, as a Quality Assurance Associate or Lead. Based remotely, you will monitor and evaluate customer service calls, ensuring quality, compliance, and identifying areas for improvement. You will provide constructive feedback to agents, support training development, and report key findings to improve customer experience and agent performance. This role requires 3-5 years of customer service experience, including quality assurance, strong analytical and communication skills, and attention to detail. Mosaic offers a competitive salary, incentive bonus, and a comprehensive benefits package.

Requirements

• Have 3-5 years of experience in a customer service or call center environment, with at least 1-2 years in a quality assurance or call listening role
• Possess strong active listening skills with the ability to understand and analyze customer-agent interactions objectively and ability to motivate, coach, and develop team members
• Have the ability to pay attention to minute details and identify areas for improvement in calls
• Possess excellent verbal and written communication skills for delivering clear, actionable feedback to agents and management
• Have strong analytical skills to assess and interpret call data and identify trends, potential issues, and areas for improvement
• Have the ability to manage and prioritize multiple tasks and evaluations within a set time frame
• Have a High school diploma or equivalent

Responsibilities

• Listen to recorded customer service calls to evaluate the quality of customer interactions, adherence to company guidelines, and accuracy of information provided
• Assess the tone, professionalism, clarity, and accuracy of agent responses, ensuring compliance with industry standards, policies, and regulations
• Offer constructive feedback and actionable recommendations to customer service agents based on call evaluations, helping them improve communication skills and customer handling techniques
• Assist in the development and delivery of training materials for customer service agents, based on common trends or recurring issues identified during call analysis
• Document and report key findings from call assessments, including identifying common customer concerns, recurring issues, or agent performance trends. Share insights with the quality assurance or team lead for further action
• Identify patterns or recurring themes in customer interactions that could highlight areas for improvement in products, services, or processes
• Ensure that agents follow established protocols and maintain compliance with company policies, privacy regulations, and customer service best practices
• Collaborate with team leads and management to recommend strategies or procedural changes that could improve call handling, customer satisfaction, and agent performance
• Advocate for improvements in the customer experience based on insights gained from call evaluations, helping to align team performance with customer expectations

Preferred Qualifications

• Have experience in quality assurance or monitoring roles, especially within customer service or call centers
• Have knowledge of industry standards for customer service, call handling, and compliance regulations (e.g., HIPAA, PCI-DSS)
• Possess Bilingual skills (e.g., Spanish)
• Have FinTech experience
• Have Solar or Home Improvement lending industry experience
• Have previous experience leading or managing a team
• Have familiarity with call monitoring software, CRM tools, or quality assurance platforms (e.g., Talkdesk, NICE, Verint, etc.)
• Have a college degree in business, communications, or a related field

Benefits

• Robust Health, Dental, and Vision Plans
• Generous paid time off
• 401k Match
• Lifestyle Spending accounts for professional wellness
• Mental Health: Headspace subscription, online therapy sessions