Quality Assurance Coordinator

Position Description:

QuoteWizard by LendingTree is seeking a highly motivated, relationship-oriented, laser focused candidate to assist in our performance management & growth as a Quality Assurance Coordinator for our Inbound and Outbound Warm Transfer Programs. The Quality Assurance Coordinator is responsible for regularly monitoring and evaluating phone interactions between call center agents and clients. The Quality Assurance Coordinator will provide feedback to call center agents and management to reinforce and sustain work expectations, processes, and adherence to business expectations and procedures. The Quality Assurance Coordinator will also share feedback with management and training to and provide recommended coaching and training plans as needed. 

Essential Duties and Responsibilities:

• Distribute daily call observations and scores.
• Ensure Compliance and Regulatory Requirements are met.
• Provide call analysis and process improvement feedback.
• Complete product, company, system and compliance audits.
• Perform live call observations with on-the-spot feedback and support.
• Conduct quality support sessions.
• Create documents, communications, and resources for quality improvement.
• Organize and attend bi-weekly calibration sessions.
• Facilitate bi-weekly management strategy meetings.
• Perform auditing functions and/or other duties as assigned by management.
• Audit special client programs, new initiatives, and process expectations.
• Prepare and conduct presentations outlining team performance and optimization planning.
• Report, document and communicate with other departments.
• Identify trends or issues that impact member satisfaction and quality standards.
• Communicate, document and report skill deficiencies, member concerns and call trends.
• Other duties as assigned.

QUALIFICATIONS

• Customer service/sales experience and Quality Assurance experience required. Remote/Virtual work experience a plus.
• Must be energetic, work well under pressure and be able to adhere to daily call commitments.
• Must be proactive in identifying call trend patterns and reporting actions to enhance call quality.
• Solid presentation and written/verbal communication skills.
• Working knowledge of Microsoft Office software. Ability to instruct in remote environment via several proprietary systems and Internet applications.

 

COMPANY

LendingTree is the nation’s largest online lending marketplace. That means we connect customers with multiple lenders, so they find the best deals on loans, credit cards, savings accounts and insurance. Our goal is to help people save money, and we believe the best way to do that is by giving them a way to shop for loans and compare lenders, so they make their best financial choices.

Our CEO Doug Lebda founded the company in 1996 after a frustrating house-hunting experience. In those days, we mostly helped people find good mortgage deals. Now, we help consumers find their best in personal loans, auto loans, business loans, student loans, credit cards, savings accounts, home equity loans and more.

What else you should know: 

• We’re a publicly-traded company (TREE).
• We’ve welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.
• We’ve built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health.  

CULTURE

We’re a fast-paced company with an entrepreneurial bend. We work hard and test our products often. We’re collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you’ll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please, do wear clothes to work!), and we’re pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, “Get Stuff Done”). 

Come work with us!

Compensation: $20-28/hr DOE

Incentive Compensation: Eligible for annual performance bonus

Benefits: Medical, dental, vision insurance and 401(k) matching

LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status