QA Analyst
Greensky Credit - Atlanta, GA

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Duties " Responsibilities: 1. Ensure that customer call interaction is conducted within GreenSky ’s service and compliance requirements. 2. Monitor and provide feedback for calls of customer facing representatives (Customer Service, Credit, Customer Protection " Collections).

3. Conduct regular calibration sessions with supervisors from all customer facing teams. 4. Occasionally fill the role of Customer Service Agent.

5. Occasionally handle Customer escalations. 6. Work closely with the local sales, operations, IT, credit, and finance teams to ensure customer service team members execute with exact customer service precision and grow their skill base.

Shifts: Primarily weekday shift (9 am – 5 pm). However, the overall training and evaluation schedule may require these hours to vary. Location: Atlanta, Georgia. Some travel may be required (5-20 days per year).

Organizational: This position is a member of the Operations Team and reports to the Director of Customer Service. Evaluation Period: The candidate selected will be hired for a 90-day evaluation period. Upon a successful completion of the evaluation period, a permanent position may be offered. Permanent positions include vacation and health care benefits.

Current GreenSky employees hired to fill the position will retain their existing benefits during the Evaluation Period. Required Skills " Qualifications: 1. Highly developed sense of integrity and commitment to customer satisfaction. 2.

Demonstrate a passion for excellence with respect to treating and caring for customers. 3. Strong decision making and analytical abilities. 4.

Ability to troubleshoot customer issues over the phone. 5. Strong detail orientation and communication/listening skills. 6.

Willingness to work a flexible schedule to include occasional Saturdays and Sundays. 7. Team player. 8.

3+ years of experience in a customer service or help desk capacity required. 9. Knowledge of Microsoft Applications. emsp; Desired but not required Qualifications: 1.

Previous Call Center Quality Assurance experience. 2. Previous training experience. 3.

Knowledge of GreenSky ’s products. 4. Previous Call Center Management experience. 5.

Process improvement and Documentation experience. 6. Bachelor ’s or Associate ’s degree from an accredited institution.

Greensky Credit - 16 months ago - save job - block
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