Contact Center Quality Analyst, Sr. jobs in Santa Rosa, CA

Description

Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s flagship online lending brand, Uprova, and any future brands. Uprova is an industry leading lender that provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to Uprova’s new and returning customers.

The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is ambitious, forward-thinking, passionate and moves fast! Are you ready to grow with us?

Purpose of the Position: Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.

Key Responsibilities:

• Efficiently responds and communicates with clients to understand and service their needs via inbound calls, emails, and chat.
• Effectively analyzes customer data to make appropriate recommendations and problem resolutions.
• Resolve product or service concerns by clarifying the customer's problem; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Demonstrates excellent customer service by facilitating positive long-term relationships and a high potential for repeat business.
• Builds rapport with clients and effectively diffuses conflict and opposition.
• Successful achievement of minimum monthly individual and team goals set by the department i.e., quality and productivity.
• Contributes to team effort by accomplishing related results as needed.
• Committed to meeting quality standards in processing customer adjustments.

Required Education:

• High school diploma, GED, or a minimum equivalent of 6 months of work experience working with a customer before, during and after a purchase.
• Call center experience preferred.
• Ability to successfully complete pre-employment Skill Assessment to evaluate the following areas:
  • Attention to detail.
  • Call center aptitude.
  • Customer service skills.
• Successful candidates must be able to pass background and drug screens. Employer observes federal standards for controlled substances.

Skills & Abilities:

• Excellent oral and written communication skills particularly with telephone communications.
• Excellent listening ability.
• Intermediate math skills calculating interest rates and percentages as well as balancing spreadsheets for accounting purposes.
• Intermediate knowledge of MS Office and general computer navigation.
• Strong negotiation skills with the ability to close a sale.
• Ability to multi-task and prioritize.
• Ability to follow protocol, policies, and procedures.
• Acts with integrity, maintains confidentiality, interacts with others professionally and respectfully, promotes harmony in the workplace.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Verbal communication sufficient to exchange accurate ideas and information.

Indian Preference

Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application.

Qualifications