Elan Rice Email & Phone Number

Baltimore, Md, Us

Remote

Pittsburgh, Pennsylvania, United States

Pittsburgh, Pennsylvania

- Evaluate and provide feedback on how Customer Care teams interact with customers by monitoring, reviewing and scoring calls and emails- Facilitate calibration sessions with vendor QA teams to ensure consistent application of quality standards- Use quality monitoring data management system to compile and track performance at team and individual levels- Act as a subject matter expert to ensure Customer Care Agents are meeting customer experience and quality expectations- Performs root cause analysis on missed quality goals and develops and recommends action plans to reduce or eliminate root cause and improve operational performance- Provide summaries, reports, and analyses information across types of contacts received, types of issues observed- Gather exceptional calls and email correspondences to be added to our customer interaction library for training purposes

San Francisco Bay Area

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.As an Operations Specialist, my team is responsible for handling complex inquiries and processing exception cases in an accurate and timely manner. These escalations are fielded by our Customer Care team which, handles general customer inquiries.In my time at Affirm I have also had the opportunity to:- Accurately resolving customer escalations within regulatory and business policies- Maintain customer security with a heightened sensitivity to compliance implications- Actively collaborate with Instructional Design Lead in auditing Customer Care Agent certifications- Efficiently assist Training and Development team to answer QA-focused questions for Customer Care vendor business partner- Effectively coach new hires in both individual and group settings to address knowledge gaps-Compile error trends and reports findings to Director of Customer Operations

Richmond, Virginia Area

LendUp’s mission is to expand access to credit and lower the cost of borrowing for the millions of Americans that traditional banks are typically unable to serve.

Rockville, Maryland

Seasonal