Management of Quality Specialists’ processes, ensuring Quality Assurance meets our departmental mission to assist and support the production units in meeting their departmental SLAs. “Audit the auditors” to ensure consistent, helpful, behavior-based feedback is given in a timely manner to the production units. Coordinate and schedule regular meetings and calibrations to ensure Quality Assurance, Compliance and the production units are in sync with the feedback we are giving to frontline personnel.

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• Support and guide a team of Quality Specialists in completing call evaluations accurately and efficiently.
• Ensure daily production goals are met to make sure Quality Assurance meet our completion timeline.
• Maintain regular monthly meetings with each Quality Specialists and share progress updates, audit results, calibrate as needed, etc.
• Maintain knowledge of departmental, corporate and regulatory standards and requirements to which the team audits.
• Ensure each Quality Specialists actively participates in coaching and development with the production units.
• Respond and track all disputed audit results and review with Quality Specialists to identify and remediate root cause for any identified errors in our work product.
• Ensure all monthly communications are sent as required, including:
  • Quality Specialists send issues in need of immediate redress to production management same day issue surfaced.
  • Monthly reports are issued as needed.
  • Create any ad-hoc reporting as requested.
  • Identify and communicate trends to production management.
• Maintain, plan, schedule and lead departmental meetings with the production areas-review topics and trends, calibrate, share process improvement ideas and gather insight on future events.
• Research and respond to any departmental questions directed towards Quality Assurance or regarding compliance expectations from our internal and/or outsourcing partners.
• Identify areas of inconsistency within processes or procedures and developed a solution to minimize differences.
• Aid in communicating change within the business units and determine a fair and logical approach from an auditing perspective in regards to the changes.
• Using data analysis, review departmental performance to identify areas of opportunity to communicate to the business units and partner with Training to determine topics for regular refresher courses.

• HS diploma or equivalent
• Prior experience in a call center environment preferred
• Knowledge of Credit laws and requirements a plus

• Health insurance including individual and family Medical, Dental and Vision insurance
• Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 3 paid floating holidays.
• Financial health with 401k plus employer match up to 4%
• Take care of your well-being through Wellness perks
• We invest in your future through Tuition Reimbursement and ongoing Learning & Development
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability