Quality Assurance Specialist, Operations - Remote

Overview

We’re on a mission to help our customers and their communities unlock economic mobility for generations to come. Join the team that’s making our goal a reality.

At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profit from them staying in it. As a Public Benefit Corporation, it is our mission and responsibility to help communities unlock economic mobility through affordable credit products crafted to improve financial health.

Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We have over 100,000 reviews on the App Store with a 4.8-star average rating.

Since our founding, we have redefined how people approach small-dollar loans—delivering over $1 billion in funding to more than 1 million customers, issuing over 4 million loans, and saving our customers more than $500 million.

In Short

• Evaluate customer interactions to ensure service excellence.
• Review back office task-handling for quality assessment.
• Identify trends and areas for improvement in agent performance.
• Provide feedback and coaching to support agents.
• Support in developing QA standards and guidelines.
• Compile and report on team performance metrics.
• Collaborate with cross-functional teams for quality improvement.

Requirements

• 2-3 years in customer support, with 1 year in QA.
• Strong analytical skills for reviewing customer interactions.
• Attention to detail to identify service gaps.
• Effective communication skills for providing feedback.
• Familiarity with QA and CRM tools like Zendesk and Salesforce.
• Proactive problem-solving abilities.
• Team-oriented with collaboration skills.

Benefits

• Opportunity to make a positive impact on customer financial health.
• Work in a mission-driven company focused on community empowerment.
• Collaborative and supportive team environment.
• Professional development and growth opportunities.
• Flexible working arrangements.