Quality Control 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. 

About the Role:

 

Credible is looking for a Quality Control Associate II who will help uphold our commitment to delivering an exceptional customer experience. This role is responsible for ensuring the accuracy, consistency, and quality of customer interactions and operational processes across our business verticals. The Quality Control Associate II evaluates adherence to compliance and performance standards, identifies opportunities for improvement, and provides actionable feedback that strengthens both team performance and the overall customer journey. The ideal candidate demonstrates strong attention to detail, critical thinking, and a passion for continuous improvement.

Credible is open to hiring candidates in the following locations: North Carolina

 

• Compensation: This is a non-exempt, hourly role.
• Schedule: Monday through Friday 8:30 to 5:00.

 

Responsibilities:

 

• Review customer interactions and operational tasks within the assigned business vertical to evaluate adherence to compliance requirements, performance standards, and the delivery of exceptional service to Credible’s customers and internal partners.
• Complete QC scorecards for customer interactions and operational tasks by evaluating accuracy, identifying improvement opportunities, and providing feedback to enhance performance.
• Continuously review and stay current on Knowledge Articles and Standard Operating Procedures (SOPs) for the assigned business vertical.
• Be knowledgeable of common phrases and terminology associated with the assigned business vertical.
• Provide recommendations for ongoing enhancements to the learning and scoring tools and processes used by the Quality Control (QC) team.
• Serve as a subject matter expert on delivering an exceptional experience to Credible’s external and internal customers.
• Actively participate in team meetings and working sessions by sharing feedback and insights related to trends that impact performance and the customer experience.
• Conduct regular QC calibration sessions with peers to ensure alignment and consistency in scoring methodology.
• Assist in the creation of training materials to support new employee onboarding and continuing education initiatives.
• Contribute to the development and maintenance of Knowledge Articles and Standard Operating Procedures (SOPs) that align with learning content.
• Identify and escalate internal process, procedural, or system-related issues discovered during QC reviews that create operational inefficiencies or negatively impact the customer experience.
• Complete additional projects and tasks as assigned by management.

 

Education and Experience:

 

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2+ years of experience in quality control, customer service, operations, or a related field; experience in fintech, financial services, insurance or mortgage industries is a plus.
• Demonstrated ability to evaluate performance, provide constructive feedback, and apply established policies and procedures consistently.
• Strong critical thinking and problem-solving skills with the ability to analyze data, identify root causes, and make sound recommendations.
• Proven track record of accuracy, attention to detail, and strong analytical thinking.
• Experience using Quality Management Systems (QMS), CRM platforms, or Learning Management Systems (LMS) preferred.

 

Nice to Have:

• Experience performing quality reviews or audits in a customer-facing or operational environment.
• Background in training, coaching, or mentoring team members to support performance improvement.
• Familiarity with financial products such as personal loans, student loans, mortgages, or insurance.
• Knowledge of Seismic, Lessonly