Quality Control Specialist - Contractor

About DigniFi: 

DigniFi is a mission-driven company whose Point-of-Sale financing solution helps 2,000+ partners increase revenue, drive accessory orders, and decrease deferred repairs. By partnering with dealerships and service centers, DigniFi offers financing products at the point of sale for consumers to finance auto repairs, service, parts, accessories, maintenance packages and more. 

Our mission is to help auto dealers and service centers grow by offering their customers innovative, inclusive financing. Our vision is to make financing for the needs of daily life accessible and inclusive. Come join us on this exciting ride! 

About the Role: 

As a Quality Control Specialist Contractor at DigniFi, you will evaluate calls to ensure all calls meet established metrics, regulatory requirements, and customer service standards. In this role you will ensure timely and accurate disputes and complaint responses, including direct and indirect dispute management. The ideal candidate will have strong analytical and problem-solving skills and thrive in a dynamic and fast-paced working environment.  

What You Will Do: 

• Listens to and evaluates recorded and live calls to ensure Loan Advisors follow company policies, scripts and regulatory requirements. 

• Assesses Loan Advisor performance against established metrics, including call quality, compliance, and customer service standards. 

• Ensures that all collection activities comply with federal, state, and local regulations, including the Fair Debt Collection Practices Act (FDCPA). 

• Generates detailed reports for management on quality scores, trends, and Loan Advisor performance and suggests strategies for improvement. 

• Manages credit bureau and dispute responses. 

• Identifies opportunities to refine quality assurance processes and contributes to the development of best practices within the call center. 

• Serve as the Compliance primary point of contact for dispute resolution, complaint management, and testing requests. 

Who You Are: 

• Minimum of 2 + years’ experience in call center. 

• Demonstrates Strong Leadership Skills, Business Acumen and Ethical Characteristics 

• Strong planning and organizational skills. 

• Excellent written and verbal communication combined with analytical and problem-solving skills. 

• Must be able to multitask, handle multiple projects simultaneously and work independently in a fast-paced work environment. 

• Possess strong customer relationship, negotiation, and conflict management skills. 

• Ability to provide quality assurance, with broad knowledge of products, programs, and policies. 

• Flexible and able to adapt to business needs. 

• Strong analytical and reporting skills. 

• Collections/Call Center experience required. 

• Proficiency with MS Office products, including Word and Excel. 

Why You’ll Love Working at DigniFi: 

• High-growth opportunity with terrific upside potential. 

• Founded to provide aid to people when they unexpectedly need help...responsible, respectful, and transparent access to a better financial future for our customers. 

• Excellence-driven organization that values work/life balance. 

• We’re a tight-knit team that values collaboration and genuinely loves working together. 

• Ultimate workplace flexibility. 

Where You Will Work: 

This position is remote. 

What’s In It for You: 

The hourly range for this contractor role is $24-26 per hour, based on experience. 

Statement of Non-Discrimination:

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our company. Whether blatant or hidden, barriers to success have no place at DigniFi. We value a diverse workforce: people of color, women, and LGBTQIA+ individuals are strongly encouraged to apply.

DigniFi is not considering candidates who require visa sponsorship or visa transfer at this time.