Kafene is a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions for underserved customers nationwide. By enabling our retail partners to offer flexible lease-to-own (LTO) purchase options for prime and nonprime consumers, Kafene helps merchants grow their customer base and meet the growing demand for furniture, appliances, electronics, tires, and other durable goods. Utilizing more than 20,000 data inputs in tandem with cutting-edge AI and machine learning technologies, our platform creates a best-in-class experience for both merchants and customers. With over $200 million in sales since inception, we are rapidly growing and looking to expand our team.
We take pride in fostering a dynamic workplace culture that values collaboration, innovation, and mutual support. Our team of 100 is spread between a NYC headquarters, a Wilmington office, and fully remote staff across the country. Last year, we were selected for Built In Startups to Watch and Forbes' Best Startup Employers.
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The Quality Assurance Specialist will be responsible for monitoring and evaluating the performance of contact center agents to ensure high levels of customer service and compliance with company policies. The specialist will work closely with team leaders and management to identify areas of improvement, deliver feedback, and help optimize overall team performance.
Key Responsibilities:
- Monitoring and Evaluation: Regularly review and evaluate recorded or live customer interactions (phone calls, emails, chats). Assess the accuracy, compliance, and quality of information provided by contact center agents. Use quality monitoring tools and systems to maintain accurate records of evaluations.
- Reporting and Analysis: Analyze trends in contact center performance data and prepare detailed reports. Present findings to supervisors and management, recommending actionable improvements. Track and report on common issues and opportunities for training or process enhancements.
- Feedback and Coaching: Provide structured, constructive feedback to CSRs based on evaluations. Collaborate with team leaders to develop training programs aimed at improving agent performance. Conduct individual or group coaching sessions to address performance gaps.
- Compliance and Policy Adherence: Ensure that all interactions comply with company policies, legal regulations, and quality standards. Identify any breaches in compliance and report them to the appropriate departments for further action.
- Process Improvement: Continuously look for ways to enhance the quality monitoring process and service levels. Suggest improvements to call scripts, escalation processes, and customer interaction procedures.
- Documentation and Calibration: Maintain thorough documentation of QA results, coaching sessions, and agent progress. Participate in calibration sessions to ensure consistency in evaluating agent performance across the QA team.
Skills and Qualifications:
- Education: High school diploma required, bachelor’s degree in business, communications, or related field preferred.
- Experience: 2+ years of experience in a quality assurance role, ideally within a call/contact center environment.
- Technical Skills: Proficiency with QA software and tools (e.g., NICE, Verint, Calabrio). Strong Excel and reporting skills.
- Communication: Excellent verbal and written communication skills, with the ability to give clear, actionable feedback.
- Analytical Skills: Ability to analyze data, identify trends, and derive actionable insights.
- Attention to Detail: Strong attention to detail to identify areas needing improvement and ensure consistent quality.
- Problem-Solving: Proactive approach in addressing issues and recommending improvements.
- Time Management: Ability to handle multiple evaluations and coaching sessions while meeting deadlines.
Preferred Qualifications:
- Knowledge of industry regulations and best practices (e.g., PCI, GDPR, etc.).
- Experience with customer service or customer support processes.
- Familiarity with call center metrics like First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
Working Conditions:
- Full-time position with the potential for remote or hybrid work, depending on company policies.
- May be required to work flexible hours, including evenings and weekends, depending on contact center needs.
Compensation and Benefits:
- Compensation: Base pay varies based on experience.
- Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs.
- Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment.