Call Center Quality Assurance Supervisor

Global Lending Services • Greenville, SC

4d • Onsite

About The Position

The Call Center Quality Assurance Supervisor is responsible for overseeing the daily operations and management of the Quality Assurance and Compliance Monitoring programs. This includes management of the QA team to ensure individual and team performance objectives are met, implementation of compliance review processes, drafting and updating of departmental processes and procedures, and conducting specialty compliance QA reviews to support adherence to company policy and regulatory requirements.

Requirements

• Minimum of Bachelor’s degree required
• Financial services industry experience preferred
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching, and feedback to assigned staff
• Demonstrated ability to establish and enhance processes to improve business results
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• Strong verbal and written communication skills
• Team player that can adapt in a fast paced and changing environment
• Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as required
• Ability to think strategically and deliver tactfully
• Commitment to exemplifying the organizational core values and key competencies
• Remain in a stationary position up to 100% of the work day
• Constantly operate a computer and other standard office equipment
• Talk and hear to exchange accurate information
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading

Responsibilities

• Work with the Director, Compliance and Quality Assurance to ensure that the QA and Monitoring programs effectively manage compliance risk and align with the organization’s Compliance Management System
• Oversee employee workloads and schedules to ensure that the Quality Assurance team effectively meets the needs of the business
• Provide training, guidance, performance coaching, and feedback to assigned staff
• Work with the Director, Compliance and Quality Assurance to develop and maintain departmental operating policies and procedures to ensure maximum work effectiveness
• Work collaboratively with business units to ensure compliance and improve quality
• Participate in monthly QA calibration meetings between Compliance Department and operational department managers
• Perform specialty QA and Monitoring reviews as needed
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Perform additional assignments and special projects as required by the needs of the company or as directed by management

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager