QA Representative (Colombia)

Job Overview

Works closely with the all Support teams and leaders to maintain working knowledge of standards of the department and ensure proper execution of support agents. Evaluates the performance, efficiency, and level of satisfaction of the customer experience through audits of regular tickets and escalated issues. When identified, raises concerns or opportunities to the training and documentation team to improve the Support procedures and documentation.

About Sezzle:

Sezzle is a cutting-edge fintech company whose mission is to financially empower the next generation. Only one in three millennials own a credit card, and the vast majority of millennials possess a subprime credit score or no score at all. To address these problems, Sezzle has built a payment platform that increases purchasing power for consumers by offering interest-free installment plans at online stores. This increase in purchasing power for consumers leads to increased sales and basket sizes for the 16,000+ eCommerce merchants that currently work with Sezzle.

**What Makes Working at Sezzle Awesome? **

At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators; we are skilled musicians, yogis, cyclists, chefs, golfers, dog-lovers, and rock- climbers. We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.

Responsibilities

• Performs regular QA checks for agents on Customer and Merchant Experience, Tier 2, and Disputes teams
• Works with team leads to help identify any areas of improvement for team members and develop coaching strategies
• Upon an escalated ticket, audits and identifies any shortcomings or opportunities to improve feedback in reports
• Helps to identify opportunities for Support to increase efficiency and quality of the level of service provided
• Assists to constantly improve training programs to ensure agents are properly equipped with the tools and knowledge to meet and exceed departmental standards
• Assists support agents with questions about tickets as they pertain to QA metrics and expectations
• Assists with the Shopper Support ticket queue based on the needs of the department and at the direction of the Director of Support Enablement

**About You: **

• A+ character. We are team-first here at Sezzle.
• A hard-working mentality. It’s early and there is still a lot to build.
• An excellent communicator.
• A fun attitude. Life’s too short. We can have fun while we work hard on cool things.
• Smarts. We need people that are smart enough to make decisions on their own and also smart enough to know when they need input from others.

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