Role & seniority: Quality Assurance Specialist (mid-level, experienced in QA monitoring and feedback)

Stack/tools: QA monitoring of calls, text, and email; reporting and quality calibration; quality assurance training

Monitor call, text, and email interactions across departments and provide actionable, professionally written feedback
Deliver reviews, reports, and information for QA needs and performance improvement
Participate in quality calibration and ongoing QA training; back up other duties as assigned

Strong attention to detail; conscientious listening and reading
Analytical, problem-solving ability; good judgment
Ability to provide professionally written actionable feedback
Excellent verbal and written communication; strong interpersonal skills
Self-motivated, able to work independently; effective time management; meet timelines
Ability to adapt in a fast-paced environment; support growth of evaluated representatives
Bilingual Spanish/English
Nice-to-haves: not specified in the job description
Location & work type: not disclosed in the job description
Compensation: $19.50 per hour

Full Description

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Quality Assurance Specialist role monitors and evaluates call, email, and text interactions between representatives and customers to identify areas of improvement and provide actionable feedback to various departments to enhance performance and maintain a high level of service standards, as well as report on account documentation, adherence to company policies, and compliance.
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Perform call, text, and email monitoring for various departments and provide professionally written, actionable feedback and information as it pertains to the improvement of performance, procedures, compliance, and customer experience
Deliver professionally written reviews, reports, and information as they pertain to various departments and the company’s quality assurance needs
Participate in quality calibration and ongoing quality assurance training
Assist and back up with other duties, as assigned

Conscientious and focused listening and reading skills with strong attention to detail
Analytical and problem-solving skills, and the use of good judgment
Ability to identify and provide professionally written actionable feedback
Effectively and professionally communicate verbally and in writing, including notation
Commitment to supporting the growth and development of evaluated representatives
Ability to adapt quickly to changing priorities and environments in a fast-paced setting
Effective time management, and the ability to meet targets within a specific timeline
Excellent interpersonal, facilitation, and relationship management skills