Call Center Quality Assurance Specialist

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! 

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:

• Conduct objective agent call reviews, including evaluating salesmanship, script adherence, call quality, and product knowledge, and compile final scorecards and performance summaries.
• Perform internal process audits to ensure accurate loan offers, correct loan rates, and effective application disposition; provide recommendations to enhance process efficiency and user functionality.
• Utilize software tools like Enthu and Teramind to assess agent efficiency and adherence to procedures, and offer solutions to improve performance and meet production quotas.
• Analyze and address significant agent errors leading to credit returns and correction notices, collaborating with management to develop strategies to prevent recurrence.
• Monitor customer complaints and feedback, identify root causes of issues, ensure consistency in consumer experience, and escalate persistent quality concerns for further review.
• Perform other duties and responsibilities as assigned. 

Qualifications

What We Look For:

• Prior Quality Assurance experience in a high-volume call center environment or related experience required.
• High school diploma, GED, or equivalent experience required; Associate’s degree in Communication, Business, or related field preferred.
• Familiarity with speech analytics platforms is strongly preferred.
• Excellent customer orientation with strong ability to manage call quality and control.
• Excellent ability to actively listen and maintain a consistent positive customer experience.
• Strong familiarity quality assurance standards, sales processes, and procedures.
• Excellent attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills.
• Strong critical thinking skills and the ability to find resourceful resolutions. 
• Extremely reliable and dependable.
• Proficient in Outlook, and Microsoft Office Suite or related software.

Additional Information

We offer a comp