Contact Center, Quality Assurance Specialist

About GoodLeap: 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.

Summary: The Contact Center 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.

Essential Job Duties & Responsibilities:

• 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

Required Skills, Knowledge & Abilities:

• 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
• Ability to work independently with general direction and be self-motivated