Quality Operations Represenative I - Pro Integrity

Angi•Denver, CO

5d•$19 - $23•Remote

About The Position

The Quality Operations - Pro Integrity team is dedicated to safeguarding the Angi platform by maintaining high standards for service quality, compliance, and trustworthiness. We serve as critical gatekeepers, conducting in-depth account investigations, performing credentials research, and evaluating pro performance to protect the ecosystem for both service professionals and homeowners. As a Rep I, Quality Operations - Pro Integrity, you are responsible for upholding Angi’s quality standards by ensuring service professionals (pros) continue to meet company compliance and trustworthiness guidelines throughout their tenure on the network. In this role, you will move fast without cutting corners, resolving policy questions through process guides, and flagging risks when something doesn't look right.

Requirements

High School Diploma required
Ability to comfortably manage a high volume of cases daily without sacrificing accuracy or attention to detail.
Strong customer service instincts with high emotional intelligence to handle calls professionally and keep conversations productive.
Quick, sound judgment to problem-solve and pivot in an unpredictable, fast-paced environment.
Strong verbal and written communication skills paired with an empathetic approach to pros and teammates.
A coachable, growth-minded attitude with the ability to utilize internal knowledge bases to resolve issues independently.
High proficiency with computers, including experience using CRMs and Google Suite tools.

Nice To Haves

Bachelor’s degree strongly preferred.

Responsibilities

Investigate and audit accounts: Conduct thorough investigations on pro accounts to ensure continuous compliance with company quality standards.
Monitor ongoing compliance: Ensure pros maintain valid, up-to-date licensing and essential regulatory requirements needed to perform their services.
Address integrity concerns: Review and respond to internal inquiries or signals related to professional misconduct, fraudulent behavior, or poor performance.
Perform outbound outreach & research: Conduct targeted web research and execute outbound calls to service providers to gather, verify, and complete accurate account credentials.
Maintain operational standards: Ensure daily tasks, physical and digital file management, and office functions are completed efficiently and in strict adherence to data privacy guidelines.
Mitigate platform risk: Identify potential compliance, fraud, or quality risks, escalating complex issues according to established protocols.
Collaborate across the team: Work alongside team members and leadership to achieve service level agreements (SLAs) with minimal supervision.