QC & Training Associate II

Who is Credible?

We are a marketplace where users can compare personalized, prequalified rates and quotes from multiple lenders and carriers, for student loans, mortgages, personal loans, and insurance. 

We’re challenging the status quo by giving power to the consumer. We believe in a world where ‘ethical’, ‘lending’, and ‘insurance’ can coexist, so we set out to build innovative platforms that actually work for customers. Our mission is to help people find the best loan or insurance policy possible. 

We believe researching and buying loans or insurance shouldn’t be confusing or complex, so we’ve focused on simplicity. We’ve created the only unbiased loan and insurance buying process out there, which makes finding options straightforward and clear. 

Credible is looking for a Quality Control Associate who will be an advocate for our customers. When reviewing interactions with customers, they think like a customer and review interactions in light of the customer’s entire experience with Credible. They must be laser-focused on ensuring our support is world class. This role will assist the Client Success and Mortgage management teams in identifying areas for improvement in training and operations.

Responsibilities:

• Review customer interactions and/or operational tasks for assigned vertical and evaluate individual adherence to compliance requirements, performance standards, and delivery of exceptional service to Credible customers and/or internal partners
• When completing QC scorecards for customer interactions and/or operational tasks, assess for accuracy and identify areas for improvement
• Continuously review and comprehend Knowledge Articles/Standard Operating Procedures (SOPs) for assigned business vertical
• Be familiar with common phrases and terminology associated with assigned business vertical
• Provide suggestions for continued improvements to learning and scoring tools and processes used by QC
• Be a subject matter expert on what it means to provide an exceptional experience to Credible external and internal customers
• Participate and contribute feedback and ideas in regular team meetings and working sessions regarding trends impacting performance and/or the customer experience
• Perform regular QC scoring calibrations with peers to ensure consistency in scoring methodology
• Assist with the creation of training content for new employee onboarding and continuing ed
• Assist with the creation/maintenance of Knowledge Articles/SOPs that align with learning content
• Identify and escalate internal processes/procedures or system-related issues found in QC reviews that result in operational inefficiencies that could negatively impact the customer experience
• Complete additional projects and/or tasks as assigned by manager

Education and Experience:

• Excellent written and verbal communications skills
• Experience in support centers and consumer finance preferred
• Accuracy and attention to detail is essential
• BA/BS or higher, or equivalent work experience
• 1 to 3 years of experience in customer based roles required
• Familiarity with customer care tools such as Salesforce preferred

Credible is open to hiring candidates in the following locations: Arizona, California, Florida, Illinois, Kansas, Massachusetts, Nebraska, Nevada, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Virginia, Wisconsin

Why work at Credible?

We combine the intelligence, expertise, and confidence of a financial advisor with the approachability and honesty of a friend. In other words, we’re the friend you always wish you had in finance.

We are optimistic, challengers, trustworthy, clever, and smart. We are open and transparent. We strive to act as advisors by being friendly, objective, and open in our communication. We use language that is intelligent yet approachable. When appropriate, we’ll drop in a bit of wit to position ourselves as a fresh, reliable voice in the financial world.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories consistent with applicable law.