Quality Assurance Coordinator

Global Lending Services • Greenville, SC

1d • Onsite

About The Position

The Quality Assurance Coordinator II is responsible for accurately reviewing customer documents and/or recorded customer calls to confirm compliance with GLS operational protocols, call scripts, and regulatory guidelines within pre-established, management approved Quality Assurance (QA) program guidelines.

Requirements

• A minimum of a High School diploma or equivalent required
• Strong interpersonal skills with the ability to professionally interact with various internal and external key stakeholders.
• Strong verbal and written communication skills.
• Ability to adapt and demonstrate flexibility and team commitment in a fast-paced environment.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively manage multiple priorities.
• Demonstrated proficiency in using quality assurance software/tools and an ability to quickly learn GLS systems/platforms.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office.
• Commitment to exemplifying the organizational core values and key competencies.

Responsibilities

• Listen to recorded customer interactions to confirm compliance with company standards, scripts, policies, and regulatory requirements.
• Perform a thorough review of documents or correspondence and assess the accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements.
• Review and assess the quality of customer interactions and overall customer experience.
• Ensure documents are mapped accurately to the appropriate location and correct documents are used for the circumstance.
• Compile quality metrics and data from reviews to support the identification of trends, patterns, and areas for improvement.
• Identify inconsistencies and/or deviations from the standard procedures, call scripts, and protocols and provide a feedback summary to operational leaders.
• Maintain records of all quality assurance activities, including review results and feedback provided.
• Provide reports on completed reviews to the QA Supervisor, escalating critical compliance violations when necessary.
• Collaborate with QA Supervisor to develop strategies to enhance the overall review process.
• Participate in special projects as needed, and perform additional assignments 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
• Business casual work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED