Contact Center Quality Assurance Analyst - PLS Financial Services, Inc.

PLS^®: People. Location. Service 

Why PLS? Because You Deserve Better!®  PLS — which stands for People – Location – Service — is a leading retail provider of financial services.  The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day.  The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states.  Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview: 

The Quality Assurance Analyst will support the quality assurance effort within Customer Financial Solutions by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards.  The aim of the Quality Assurance effort is to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience, and overall quality of Customer Solution Specialist’s interactions with the customer. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate and Collection policies and procedures. 

Job Responsibilities:

• Complete 100% of scheduled monthly quality reviews.
• Participate in calibration session with CFS leadership to review performance and consistency of scoring.
• Review performance at the supervisor/manager level to ensure each area/individual has the knowledge and skills required to effectively deliver on the established service commitments.
• Gauge the performance of Customer Financial Solutions while providing feedback relative to compliance initiatives.
• Must be able to highlight areas of risk via QA reports.
• Periodically audit service results of supervisors for compliance and consistency.
• Provide tracking and reporting of Quality Assurance metrics.
• Create weekly, monthly, semi-annual, and annual reporting for management review.
• Work with training department to identify training needs.

Job Requirements:

• Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree 

• 1-3 years’ experience in customer quality assurance or quality control required, which includes performing QA for a Collection or Call Center
• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
• Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred
• Excellent verbal and written communication skills
• Strong listening, analytical and research skills 

Physical Requirements:

• Must be able to sit and/or stand for long periods of time.
• Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team talentacquisition@PLS247.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment