Quality Assurance Associate

Job Description

Upstart is rated the #1 online lending platform by its customers. Our Operations team provides world-class service for our customers, borrowers and investors alike. We are the voice of our customers, and provide insights to Upstart’s leadership and product team.

Upstart is seeking a candidate to fill a Quality Assurance Associate role to join our team. As a Quality Assurance Associate, you are responsible for ensuring that Upstart Operations team provides high quality customer experience, comply with all federal and state regulations, and adhere to Upstart’s policies and procedures. You will review all support interactions and customer complaints, perform in-depth investigations, and provide feedback and recommendations as needed.

An ideal candidate is customer-focused, detailed, solutions-oriented, and likes investigating issues. They are also self-motivated, exercises excellent judgment, and handles challenges with positivity and grit. They are able to communicate effectively and establish key relationships with Upstart’s compliance team.

Here's more of what you'll be doing:

• Perform reviews of all Operations personnels’ communications with customers to ensure compliance with Upstart’s policies and procedures and legal requirements.
• Identify risk factors or procedural errors and help improve process to eliminate any project or process issues.
• Evaluate the success of the training program using test and quality scores that measure the performance of agents on the Operations team.
• Review customer complaints and escalations to work with management to identify and resolve problem areas.
• Work closely with compliance and legal department to manage risk and implement new policy.
• Perform and assist with any audit requests as needed.

Requirements:

• Must have strong verbal / writing skills and ability to present information in a clear and concise manner.
• Demonstrate ability to learn fast and apply learnings to work.
• Balance ability to work fast with a high degree of accuracy and detail.
• Demonstrate the ability to think critically and communicate thoughts and ideas.
• Proven track record of taking ownership of issues and driving results.
• Strong sense of discretion and professionalism.
• Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA. Experience with Fair Lending analysis a plus.