Sr Process Quality Associate
The Senior Process Quality Associate at Point Digital Finance, Inc. plays a pivotal role in evaluating and enhancing quality standards across customer interactions and operational workflows. This position ensures consistent adherence to defined processes for calls, chat, email, and administrative tasks, generating actionable insights that drive measurable performance improvement. As part of the Business Process Management Organization, the associate collaborates with Team Leads and stakeholders to identify trends, support coaching initiatives, and reinforce a culture of operational excellence and accountability.
Key responsibilities include conducting structured evaluations of customer interactions and operational workflows using standardized scorecards, assessing compliance with internal policies and quality benchmarks, and monitoring the adoption of process changes. The role involves analyzing quality data to identify performance trends, performing root cause analysis to uncover underlying drivers of quality issues, and preparing regular quality reports with actionable recommendations. Additionally, the associate coordinates calibration sessions to ensure scoring alignment, contributes to the refinement of monitoring frameworks, and partners with Team Leads to provide targeted, data-driven feedback that supports effective coaching strategies.
Candidates should have over five years of experience, including at least two years in Quality Assurance, Operations, Process Governance, or a related field. Experience evaluating customer-facing interactions and back-office operational tasks using structured scorecards is essential. A bachelor's degree in Business, Operations, or a related discipline, strong written and verbal communication skills, and proficiency in Google Suite, Slack, and Salesforce are required. Preferred qualifications include experience in regulated environments such as real estate or mortgage industries, exposure to calibration facilitation and coaching partnership models, and familiarity with CRM systems and QA monitoring tools.
Point offers competitive pay with regular reviews and comprehensive health insurance for employees and their dependents. The company provides structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support career growth. Employees enjoy 18 holidays and hybrid work options in a supportive environment. The company supplies Mac equipment and a monitor, along with a one-time home office reimbursement to create a productive workspace. Collaborating with an international team offers exposure to global practices and experiences.