Quality Assurance Specialist - Call Center

Company Description

At RIVO, you will find we recognize hard work and performance, foster a culture of growth, and encourage collaboration across departments. We value the unique skills and experiences that each employee brings to the table, recognizing that this diversity strengthens our company and helps us fulfill our core values: Respect, Integrity, Value, and Opportunity. If you share these same values and are eager to grow both personally and professionally, we encourage you to explore opportunities with us and apply today to join our dynamic team! 

Proud to be named a 9-time San Diego Top Workplace (and counting)! Check out our most recent award article by clicking HERE!

Company 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 

Job Description

We are seeking experienced Call Center Quality Assurance Specialists to join our growing team!

In this role, you will directly impact our service quality by monitoring agent calls and driving improvements in customer interactions through call reviews and call scorecards.

If you’re passionate about elevating service standards and making a tangible difference, we want to hear from you!

What You’ll Do:
The Quality Assurance Specialist will monitor and provide feedback for assigned agents regarding their customer interaction, process efficiency, and procedural adherence. The Quality Assurance Specialist is responsible for evaluating agent compliance with company processes, procedures, and guidelines while identifying trends in agent performance for further review, training, and development.  

• Perform agent call reviews, remaining objective in composing final scorecard and performance summaries of agent salesmanship, script adherence, overall call quality, and product knowledge. 
• Perform internal audits of the sales administration process; ensuring customers are assigned to accurate product offerings and charged the correct loan rates, reviewing application disposition statuses within Pinnacle, providing suggestions to streamline processes and maximize efficiency, and offering insights to enhance Pinnacle user functionality. 
• Utilize software such as Enthu and Teramind to analyze agent process efficiency and procedural adherence, providing solutions and methods to support areas of opportunity and increase efficiency to achieve production quotas. 
• Analyze significant agent errors resulting in credit returns and correction notices, working with management to find solutions to avoid re-occurring issues when necessary.   
• Monitor customer complaints and consumer feedback, identifying root causes for internal or external escalation, providing feedback, and ensuring consistency in consumer experience and quality standards. 
• Escalate trends and re-occurring concerns of unsatisfactory quality assurance assessments regarding specific agents, teams, or departments for further review and analysis. 
• Complete scorecard evaluation summaries for our external contractual obligations, ensuring each is provided in a timely and efficient manner an