Aqua Finance Looking for Call Center Quality Assurance Analyst at Wausau, WI, United States Full Time

Job Description

BUILD YOUR FUTURE WITH U!

Are you a curious, analytical, and forward thinking? Can you thrive in a workplace that is passionate about delivering exceptional customer service? Do you want the freedom to make decisions that can make a difference? If so, then Aqua Finance Inc. wants to talk with YOU about an exciting Call Center Quality Assurance Analyst opportunity located at our beautiful, yet casual office space in the historic Wausau River District in the heart of Wausau, WI. (On-site option only).
What we do.
For more than 35 years, Aqua Finance has been a leading provider of indirect financing programs to a variety of industries including Home Improvement, HVAC, Marine, Powersports and more. We offer financing programs to dealers and contractors so they can offer financing options to their customers – the business of indirect lending. Aqua Finance focuses on what matters most, creating an unmatched experience for our partners, teammates, and the customers we serve.
Top Reasons to Work with Us!

• Awesome career opportunities begin here – We’re growing, and we want you with us!
• Our employees are passionate about building great teams and being great teammates
• We work off good vibes only!
• We appreciate you and we love to celebrate our amazing employees through Social Work Events – Pizza parties, grill outs, ice cream socials, sports events and more!
• Benefits to include generous PTO, sick days, 8 paid holidays, personal days, PLUS volunteer time off!
• We love our community and donate/volunteer for charity fundraising events.

What Will I do as a QA Analyst?
The QA Analyst monitors and reviews incoming customer calls to assess the customer’s experience and quality of service provided by the Customer Service team as they manage and resolve customer complaints. Information is analyzed and compiled to provide actionable feedback to managers and call center representatives to drive process improvements.

• Score calls to provide information to Unit Leads to reduce preparation time for coaching sessions & improve quality
• Review and develop QA reports to select calls for review.
• Track all Dealer issues, complaints, and problems using Microsoft Excel
• Meeting with AVP-Customer Complaint Management and other QA’s at least monthly to maintain standards in call review quality

What do I need to be a Successful Quality Assurance Analyst?

• Collections experience is highly preferred
• Leadership / Coaching skills are essential
• Research and analysis skills are essential
• Superb attention to detail and organizational skills
• Excellent written and verbal communication skills.
• Intermediate computer skills with working knowledge of Microsoft Windows