Specialist, Quality Assurance

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B. We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts. Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans. We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.   About the Role Upgrade is seeking a Quality Assurance (QA) Specialist to join our team in Phoenix, AZ. The Quality Assurance Team is looking for someone who gets excited about evaluating and providing observations on customer interactions handled by Service Center team members for adherence to internal and compliance requirements while delivering a positive customer experience. What You’ll Do: Be FAST to complete a review of daily customer interactions (chat, email, SMS, and phone) Complete a targeted review of key behaviors leveraging system artificial intelligence (AI) interaction highlights Frequent interdepartmental and peer collaboration, including calibration meetings Gather and present performance remediation proposals to solve identified trend behaviors or opportunities to IMPROVE the customer experience Maintain confidentiality of key business messages and other sensitive work-specific information OWN assigned workload to ensure all reviews are thoroughly conducted and appropriately resolved or escalated for service recovery appropriately Provide insightful and constructive written feedback to HELP Service Center Leaders and team members Stay abreast of procedure updates and changes to effectively evaluate team member performance on reviewed interactions Other duties as assigned What We Look For: 1+ year of applicable experience  in a compliance, quality assurance, or quality control-related role Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines Ability to work independently but a team player who can effectively collaborate across multiple groups Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities Collaborative, non-confrontational, well-thought-written, and verbal communication style that promotes growth and partnership Experience in banking and financial services preferred Experience interpreting rules and guidelines for appropriate decision making  Highly adaptable to an ever-changing environment Positive attitude Proficient in Microsoft, Google Suite, data mining tools, and/or statistics with the aptitude to learn new programs Proven track record of meeting and exceeding expectations Self-starter with the ability to thrive with minimal supervision Strong attention to detail What We Offer You:  Competitive salary Opportunities for professional growth and development   Great OPEN office location, located in downtown Phoenix  Close to Light Rail and Public Transportation  Comprehensive benefits package - medical, dental, vision, life insurance, and disability  Paid Time Off  Paid parental leave Health & wellness incentives Stocked kitchen is stocked with beverages, snacks, and treats  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.