Specialist, Quality (R14182)

POSITION OVERVIEW

Oportun is looking for a bilingual Specialist, Quality to join our Originations Oversight team in Mexico.

This role supports quality and oversight activities across Retail and Phone Application Support (PAS). The Specialist monitors customer interactions, validates technology-generated findings, identifies trends and potential risks, and translates observations into clear insights for business partners.

The role combines technology-enabled monitoring through Cresta with manual validation and live interaction review. The Specialist will work closely with business, training, coaching, and oversight partners to support consistent customer experiences and effective operational practices.

WHAT YOU'LL DO

• Monitor Retail and PAS interactions using Cresta-enabled scoring, manual validation, live interaction reviews, and established monitoring programs.
• Validate technology-generated findings to support accurate and consistent quality monitoring.
• Review behavioral exceptions and interaction patterns to identify potential customer, operational, or regulatory concerns.
• Document findings clearly and consistently and identify recurring trends or areas requiring additional attention.
• Analyze monitoring results and provide concise insights and recommendations to business partners.
• Prepare recurring reports and updates summarizing key findings, trends, and outcomes.
• Support agent-level reviews and partner with appropriate teams on coaching or reinforcement opportunities.
• Participate in calibration sessions to support consistent interpretation and application of quality standards.
• Support testing, new initiatives, and Originations product or program launches as needed.
• Communicate findings professionally in English and Spanish and escalate significant concerns through established processes.
• Build effective partnerships with Retail, PAS, training, coaching, and other internal stakeholders.
• Contribute to continuous improvement efforts across quality and oversight processes.

WHO YOU ARE / WHAT YOU BRING

• Professional fluency in English and Spanish, including written and verbal communication.
• Experience in quality monitoring, operations, customer interactions, risk, oversight, or a related environment.
• Ability to review detailed information, recognize patterns, and translate observations into clear insights.
• Strong written communication, organization, and time-management skills.
• Ability to manage multiple priorities effectively in a remote environment.
• Comfortable working with monitoring technology, data, dashboards, and collaboration tools.
• Strong attention to detail and sound judgment when handling sensitive information.
• Ability to communicate findings constructively and work effectively with cross-functional partners.

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