Bilingual Customer Service Quality Assurance Associate (Spanish & English)
Forward Financing has been recognized as one of the fastest-growing fintech companies in Boston for the past five years, as recognized by Boston Business Journal and Inc. Magazine. We help small businesses spend less time finding capital and more time helping their customers and managing their businesses. Our mission is to create a world-class fintech company so that our customers and our people can reach their full potential. We accomplish this by investing in our people, technology, and customer experience – with long-term success in mind.
As a Quality Assurance Associate in the Account Servicing Department (ASD), you will play an important role in ensuring that we meet our very high customer service standards. You will report to the Operational Strategy Manager and collaborate frequently with internal partners to increase the department's efficiency and drive growth for the business. This is a fantastic opportunity for a hardworking and detail-oriented professional to join our fast-growing team in Boston!
In this role you will:
- Perform reviews of written and verbal communications of ASD representatives to ensure they comply with specific performance guidelines
- Provide qualitative and quantitative feedback from reviews to ASD representatives through direct written reports
- Complete substantive and thorough audits of specific reporting metrics to check for accuracy and completeness
- Communicate with managers within the department to identify improvement areas and ensure all representatives are meeting quality standards
- Create and facilitate the implementation of quality assurance trainings, reports, and guidelines
- Help identify opportunities for improvement within our portfolio of accounts
- Execute ad-hoc research and analysis as needed to support the department
Requirements: (Even if you don’t check every box, but see yourself contributing, please apply.)
- Bachelor's degree or equivalent knowledge acquired through a combination of higher education and experience
- At least 1 year of related experience, ideally within customer service
- Bilingual fluency in Spanish and English preferred
- Strong attention to detail
- Excellent oral and written communication skills
- Ability to work independently
- Analytical skills
- Proficiency in Microsoft Office applications
- Experience working in Salesforce a strong plus
Forward Financing Core Values:
- People First – We build relationships and support each other.
- We Before Me – We prioritize team success over individual success.
- Be Candid – We are authentic, honest, and direct.
- Do the Right Thing – We act with integrity, and we don’t cut corners.
- Continuous Improvement – We push ourselves, never settling for the best we did yesterday.
- Be Positive – We are optimistic and assume positive intent.
About Us:
Forward Financing is a Boston-based fintech company that provides fast, flexible, and reliable capital to small businesses nationwide. Since 2012, Forward Financing has provided over $1.2 billion in financing to more than 30,000 small businesses. Forward Financing has been consistently named by the Boston Business Journal and Built in Boston as one of the best places to work in Massachusetts.
Forward Financing actively promotes a focus on diversity, equity, and inclusion in all we do. We encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. By accepting diversity of thought, background, and identity, we will continue to become a stronger team and a better organization.
We are a diverse and driven group of over 150 people, located in the heart of Boston’s Financial District. Our employees come to work knowing they are helping thousands of small businesses while advancing their own careers. If this sounds exciting to you, learn more about our leadership team and our open opportunities.
Perks & Benefits:
At Forward Financing, we believe that if our company succeeds, all of our employees succeed too. We offer a comprehensive benefits package including but not limited to; medical, dental, vision and commuter benefits along with a flexible time off policy, 401k match, wellness reimbursement, paid volunteering days, annual professional development budget, and charitable donation match.
When we aren’t on a Zoom meeting, supporting our customers, or working on a project, you can likely find us taking part in a scavenger hunt, a virtual trivia game, or celebrating team wins together!
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