Quality Monitoring Specialist I Duties:

The Quality Monitoring Specialist I is responsible for monitoring and reviewing calls for the company’s call center throughout all operations areas. This role scores calls in accordance with company policies and procedures, identifies areas for training and process improvement, and schedules and participates in call scoring calibration sessions to ensure compliance with applicable procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Research, identify, and monitor assigned volume of calls.
• Perform call monitoring and provide trend data to management team.
• Participate in design of call monitoring formats and quality standards.
• Utilize Virtual Observer to compile and track performance at team and individual levels.
• Stay abreast of policies and procedures for applicable department changes.
• Provide feedback to management on current trends and training needs.
• Assist with providing detailed reports to management.
• Contribute to the ongoing development of procedures by identifying and recommending process improvements.
• Assist with updating related SOP’s when process changes are implemented.
• Collaborate with other departments on quality monitoring/scoring as needed.
• Other duties as assigned by management. Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

Minimum Qualifications:

• Associate degree in business, finance, communication, compliance OR 2 years of relevant applicable experience in audit, compliance, or call center management.
• Ability to effectively present information to customers, clients, employees and leadership.
• Ability to interpret and carry out instructions furnished in written, oral, or diagram form.
• To perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, and Internet Explorer).

About Foundation Finance:

Foundation Finance Company (FFC), a Great Place to Work® certified company since 2017, is a fast-growing consumer finance company working with home improvement contractors across the U.S. to drive sales through flexible, customer-focused financing options.

Available Benefits:

· Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
· 401(k) with company match enrollment on day-one.
· Paid, Sick and Volunteer Time Off
· Paid Parental Leave Options
· Employer Paid Life and Disability
· Wellbeing on Demand Program
· Flexible Work Environment with a casual dress code

*Employment status (full-time or part-time) may affect eligibility for certain benefits. Some benefits become available only after a specified period of employment. Please refer to our Benefits page for details.

Office environment with significant time spent sitting, typing and talking on the telephone.

Foundation Finance Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you reside in the state of Colorado, please click on the following link to review our benefits: Foundation Finance Benefits

These benefits are designed to support our employees in their professional growth, health, and overall well-being. Eligibility, coverage details, and enrollment processes will be provided during the onboarding process. At Foundation Finance Company, we are committed to fostering a positive work environment where employees can thrive both personally and professionally.

Foundation Finance Company LLC requires that remote employees must reside in one of the following states to be considered for any of our remote positions: AL, AR, AZ, CO, FL, GA, IL, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, and WI.