Senior Quality Assurance Specialist

About the Company Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time. Quality at Valon Valon’s Quality team strategically aligns three perspectives--homeowner, company, and compliance--into a support system while ensuring regulatory compliance across servicing. We’re passionate about thinking critically about goals and downstream impacts of conversations with homeowners. The Quality team reviews homeowner-facing interactions--calls, emails, and chats– to identify correlations between behaviors and outcomes and empower leaders to make informed decisions while maintaining adherence to defined processes. About the Role We are seeking a Sr. Quality Assurance Specialist to help us grow our QA team. The ideal candidate will understand how to strike a balance between individual motivation and analytical skills, easily spotting trends to help drive overall improvement. This person will also work collaboratively to drive technological advances through voice analytic software, artificial intelligence, and product enhancements. Responsibilities This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors. Monitor and evaluate a variety of interactions–phone, chat, and email– within the contact center to ensure service meets all quality assurance standards. Identify departmental training, performance, and process improvement opportunities Develop and maintain thorough knowledge and understanding of the functional requirements of the call center, including the frequent and regular performance of front-line tasks Meet the required daily/weekly quota of QA audits. Responsible for completing Targeted Reviews as assigned. Foster positive working relationships with internal and external partners to ensure consistent quality standards. Minimum Qualification s Exceptional organization and time management skills Ability to work productively with minimal supervision Basic/Intermediate skill level using Excel/Google Sheets required with proficiency in all other Microsoft products Analytical approach to problem-solving Ability to break down complex concepts Excellent written and verbal communication Strong interpersonal skills, including the ability to influence others Strong understanding of best practices for exceptional customer service Minimum 2+ years of quality experience or similar preferred Must be available to collaborate and communicate in regularly held in-person meetings What we can offer: Compensation: competitive salary and partake in our 401k plan Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, One medical membership, and Talkspace to provide mental health support Food & meals: in-office snacks and drinks, Bagel Fridays Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient. Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes or team dinners! Generous time off: 17 days paid time off, sick days, and 11 company holidays Throughout the interview process, please remember that emails will only be from valon.com emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.   Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.