Quality Assurance Coordinator

Global Lending Services•Greenville, SC

27d

About The Position

The Quality Assurance Coordinator II reviews customer documents and/or recorded customer calls to verify compliance with GLS operational protocols, call scripts, and regulatory guidelines, following pre-established, management-approved Quality Assurance program guidelines. The position assesses the accuracy and quality of customer interactions, documents, and correspondence, and helps identify trends and opportunities to improve quality and customer experience. The role maintains records of quality assurance activities, provides reports and feedback to operational leaders and the QA Supervisor, and escalates critical compliance violations when necessary. It also collaborates with the QA Supervisor on improvements to the review process and participates in special projects and other assignments as business needs require. This is a full-time position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. Regular, predictable attendance is required. Overtime, evening, and weekend work may be required as business demands or job duties dictate.

Requirements

High school diploma or equivalent.
Strong interpersonal skills and the ability to interact professionally with internal and external stakeholders.
Strong verbal and written communication skills.
Ability to adapt, demonstrate flexibility, and contribute as a team member in a fast-paced environment.
Excellent organizational skills, strong attention to detail, and ability to manage multiple priorities effectively.
Proficiency in quality assurance software and tools, with the ability to quickly learn GLS systems and platforms.
Proficient computer skills and working knowledge of the internet and standard business applications such as Microsoft Office.
Commitment to exemplifying the organization's core values and key competencies.
Ability to perform manual tasks requiring motor coordination and finger dexterity.
Ability to remain stationary for up to 100% of the workday and constantly operate a computer and other standard office equipment.
Ability to perform sedentary to light physical work, including sitting, walking, standing, and pushing or pulling materials, and to exert up to 10 pounds of force to lift, carry, push, pull, or move objects.
Ability to view a computer terminal, read extensively, bend, and kneel.
Regular, predictable attendance, including overtime as business demands dictate; evening and weekend work may be required.

Responsibilities

Listen to recorded customer interactions and verify compliance with company standards, scripts, policies, and regulatory requirements.
Review documents and correspondence for accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements.
Assess the quality of customer interactions and the overall customer experience.
Ensure documents are accurately mapped to the appropriate location and that the correct documents are used for each circumstance.
Compile quality metrics and review data to help identify trends, patterns, and areas for improvement.
Identify inconsistencies or deviations from standard procedures, scripts, and protocols, and provide feedback summaries to operational leaders.
Maintain records of quality assurance activities, including review results and feedback provided.
Report completed reviews to the QA Supervisor and escalate critical compliance violations when necessary.
Collaborate with the QA Supervisor to develop strategies to improve the review process.
Participate in special projects and perform additional assignments as required by the company or management.