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