Call Center QA Representative

As a Fulfillment Specialist, you will be part of a smart, talented team responsible for end-to-end fulfillment operations and process enhancements that deliver excellence to your customer each time. The Fulfillment Specialist will play a key role in delivering processes that impact the company's bottom line. In this position you will contribute immediately while strengthening your operations and process management best practices.

We are seeking dedicated, disciplined professionals who excel in a team environment. You will be part of a program team dedicated to supporting our associates in delivering unexpected, memorable moments for their customers. This person will have excellent communication skills, attention to detail, a strong and independent work ethic, and the ability to adapt to change quickly. The ability to influence up is key to success in this position.

This is an excellent opportunity to strengthen your skills in both operations and process management.

• Execute day-to-day fulfillment operations, ensuring submissions adhere to policies and procedures, communicate with agents and management regarding best practices, and responsible for all aspects of the fulfillment process.
• Monitor processes to ensure they are followed correctly by the business; identify process risks and elevate to manager if controls are not working as planned.
• Collect, analyze, and measure process data on the effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures; proactively identify and implement improvements to processes.
• Understand best practices and drive well-managed processes.
• Collaborate with teammates on larger initiatives; participate in cross-functional project teams and provide input for process improvement initiatives.
• Develop project plans to execute process development.
• Communicate updates with internal clients on new or existing processes; may include communications at the executive level; provide customer service or training to users on process updates or rollouts; deliver presentations.
• Perform processes or parts of the process as needed.

• High School Diploma, or GED required
• Bachelor's degree required
• At least 1 year of experience with Microsoft Office or G Suite
• At least 1 year of experience in Business Process Management, Project Management, Relationship Management, or Risk Management
• At least 1 year of Process Improvement Experience
• At least 3 years Customer service or Call Center experience
• At least 2 years experience working in the Financial Industry

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.