Quality Assurance Coordinator

Global Lending Services • Greenville, SC

4d

About The Position

The Quality Assurance Coordinator II reviews customer and AI collection calls, documents, and correspondence to evaluate effectiveness, customer experience, accuracy, adherence to company processes, and compliance with regulatory requirements. The role identifies risks, documents findings, escalates critical issues, and analyzes quality trends to support continuous improvement and stronger operational outcomes and AI performance.

The coordinator compiles review metrics, maintains records of quality assurance activities, and provides feedback and reports to operational leaders and the QA Supervisor. The role also collaborates with the QA Supervisor on improvements to the review process, participates in special projects, and performs other assignments as required.

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 and demonstrate flexibility and team commitment in a fast-paced environment.
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
• Proficiency with quality assurance software and tools, and ability to learn GLS systems and platforms quickly.
• Proficient computer skills, including 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 work involving manual skills, motor coordination, and finger dexterity.
• Ability to remain stationary for up to 100% of the workday and constantly operate a computer and standard office equipment.
• Ability to perform sedentary-to-light physical work, including sitting, walking, standing, and pushing or pulling materials; exert up to 10 pounds of force to lift, carry, push, pull, or move objects; and perform activities such as viewing a computer terminal, extensive reading, bending, and kneeling.
• Regular, predictable attendance is required; overtime may be required as business demands dictate, and evening or weekend work may be required as job duties demand.

Responsibilities

• Listen to recorded customer interactions and assess 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 identify trends, patterns, and areas for improvement.
• Identify deviations from standard procedures, call scripts, and protocols, and provide feedback summaries to operational leaders.
• Maintain records of quality assurance activities, 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 company needs or management.

Benefits

• Competitive base pay and performance bonuses, dependent on role.
• Medical, dental, vision, telemedicine, and supplemental insurance benefits.
• Long-term and short-term disability.
• 401(k) with employer match and 100% immediate vesting.
• Paid time off and paid company holidays.
• Annual paid volunteer time off.
• 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