Quality Assurance Associate - Lead

February 15

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Mosaic (joinmosaic.com)

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Mosaic is a company that simplifies the transition to clean energy for homeowners by providing flexible financing options through a nationwide network of contractor partners. They focus on sustainable products, including solar panels and energy-efficient home improvements, while ensuring a streamlined process and exceptional customer service for both contractors and homeowners. Mosaic is dedicated to addressing climate change through innovative financing solutions and is committed to supporting the growth of clean energy initiatives across the nation.

solar finance • clean energy • solar panels • solar energy • solar

201 - 500 employees

Founded 2011

💳 Fintech

⚡ Energy

👥 B2C

📋 Description

• Who We Are: We are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing options to their customers. • The Opportunity: Mosaic is looking for a dedicated and detail-oriented Quality Assurance Associate or Lead to join the Operations team. In this role, you will listen to and analyze customer service calls to assess the quality of service, adherence to company protocols, and identify areas for improvement. • Core Responsibilities: Call Monitoring & Evaluation: Listen to recorded customer service calls to evaluate the quality of customer interactions, adherence to company guidelines, and accuracy of information provided. • Quality Assessment: Assess the tone, professionalism, clarity, and accuracy of agent responses, ensuring compliance with industry standards, policies, and regulations. • Provide Feedback: Offer constructive feedback and actionable recommendations to customer service agents based on call evaluations, helping them improve communication skills and customer handling techniques. • Training Support: Assist in the development and delivery of training materials for customer service agents, based on common trends or recurring issues identified during call analysis. • Reporting: Document and report key findings from call assessments, including identifying common customer concerns, recurring issues, or agent performance trends. Share insights with the quality assurance or team lead for further action. • Trend Identification: Identify patterns or recurring themes in customer interactions that could highlight areas for improvement in products, services, or processes. • Compliance and Standards: Ensure that agents follow established protocols and maintain compliance with company policies, privacy regulations, and customer service best practices. • Continuous Improvement: Collaborate with team leads and management to recommend strategies or procedural changes that could improve call handling, customer satisfaction, and agent performance. • Customer Experience Advocacy: Advocate for improvements in the customer experience based on insights gained from call evaluations, helping to align team performance with customer expectations.

🎯 Requirements

• Experience: 3-5 years of experience in a customer service or call center environment, with at least 1-2 years in a quality assurance or call listening role. Previous experience leading or managing a team is highly desirable. • Listening Skills: Strong active listening skills with the ability to understand and analyze customer-agent interactions objectively and ability to motivate, coach, and develop team members. • Attention to Detail: Ability to pay attention to minute details and identify areas for improvement in calls. • Communication: Excellent verbal and written communication skills for delivering clear, actionable feedback to agents and management. • Analytical Skills: Strong analytical skills to assess and interpret call data and identify trends, potential issues, and areas for improvement. • Time Management: Ability to manage and prioritize multiple tasks and evaluations within a set time frame. • Software Skills: Familiarity with call monitoring software, CRM tools, or quality assurance platforms (e.g., Talkdesk, NICE, Verint, etc.) is preferred. • Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines. • Education: High school diploma or equivalent required; a college degree in business, communications, or a related field is a plus • Experience in quality assurance or monitoring roles, especially within customer service or call centers. • Knowledge of industry standards for customer service, call handling, and compliance regulations (e.g., HIPAA, PCI-DSS). • Bilingual skills (e.g., Spanish) • FinTech experience • Solar or Home Improvement lending industry experience

🏖️ Benefits

• Robust Health, Dental, and Vision Plans • Generous paid time off • 401k Match • Lifestyle Spending accounts for professional wellness • Mental Health: Headspace subscription, online therapy sessions • …and more!