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Quality Assurance Associate



Lending Club



Lehi, UT, US


  • LendingClub (NYSE: LC) was founded in 2007 under the belief that a technology and data-driven marketplace can improve the way people access and invest in credit, creating value for both sides. Since then, we've helped millions of Americans take control of their debt, pursue their dreams, and invest in their future – all in a fair, transparent, and affordable way. Today we’re the world’s largest online credit marketplace, facilitating billions of dollars in loans annually, and we’re leading the governance of a new industry by developing ethical, responsible ways to bring greater value and better opportunities to our members. Everyone deserves a better financial future and our team is committed to making that a reality.




    About the Role


    Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are excited about their career, inspired by our vision and embody our values. The Quality Assurance Associate will ensure that documented operational processes and procedures are being followed and operating within compliance guidelines, driving efficiency, and improving the customer experience. This position will report to the Supervisor of Quality Assurance. The ideal candidate has a proven track record of being a top performer in a customer-facing role; has superb attention to detail, strong work ethic, and is passionate about providing a superb borrower experience. They are flexible and can deliver production goals.
    In this role, you’ll have the opportunity to empower our frontline by helping them provide best in class service through three simple principles:
    “Build a Relationship, Make it Easy, and Think Ahead”



    What You'll Do


    • Work closely with QA Specialists, training, operations leadership to evaluate, provide subject matter expert feedback, and identify trends and areas of improvement
    • Listen to phone conversations within our operations groups (Member Support, Customer Development, Payments Group)
    • Track and analyze evaluation results to build recommendations to improve call quality and department efficiencies.
    • 80%+ production role, listening to calls



    About You


    • BA or BS degree
    • Ability to interact with individuals at all organizational levels
    • Experience working in a call center environment
    • Excellent communication and interpersonal skills
    • Ability to effectively communicate verbally and in writing
    • Self-motivated, driven, and works well with others
    • Ability to effectively communicate verbally and in writing
    • Willingness to learn new proficiencies in other departments
    • Desire to pursue a career in Contact Center Quality Assurance field
    • Proficient in Excel and PowerPoint

    LendingClub is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, pregnancy status, veteran status, or disability status. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system​.


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