Quality Assurance Specialist

The Goal Family of Companies•Sioux Falls, SD

just now•Remote

About The Position

Bring Your Eye for Detail. Bring Your Technical Savvy. Bring Your Quality Driven Mindset. At Goal Solutions, we’re elevating the consumer finance experience through smart technology, AI driven insights, and talented people who care about getting it right. The Quality Assurance Specialist plays a pivotal role in supporting operational excellence by ensuring accuracy, consistency, compliance, and service quality across inbound/outbound call center operations and back-office processing. This role blends traditional quality assurance review with data analytics and AI-powered insights to drive continuous improvement, reduce operational risk, and support coaching and development initiatives. Why You’ll Love Working Here People stay at Goal Solutions because they can grow, contribute, and make a meaningful impact. We value reliability, curiosity, and people who take pride in doing things the right way. How This Role Fits In Our Quality Assurance team ensures that every call, workflow, and customer interaction meets our high standards. You’ll combine human judgment with advanced AI evaluation tools to elevate performance, support compliance, and contribute to smarter, data driven decisions across the organization. What You’ll Do You’ll evaluate calls and back-office workflows, provide coaching, leverage AI tools for quality insights, manage reporting and trends, ensure compliance, and help strengthen overall service accuracy and performance. Impact You’ll Make in This Role Deliver an accurate, fair, and consistent servicing experience for consumers and clients Strengthen operational quality through coaching, clarity, and actionable insights Reduce errors and risk exposure through proactive monitoring and high detail review work Improve decision making by enhancing the accuracy of both human and AI driven evaluations Support a culture that values precision, transparency, continuous improvement, and data driven excellence

Requirements

Experience with call center software (e.g., LiveVox, CXONE/NICE, MaestroQA, or similar Quality Assurance platforms)
Familiarity with speech analytics tools, ticketing systems (e.g., Zendesk), and AI driven evaluation platforms
Strong analytical mindset with exceptional attention to detail and accuracy
Ability to manage time effectively and meet deadlines in a fast-paced environment
Clear, concise, and professional written and verbal communication skills
Ability to work independently while collaborating with cross functional teams
Strong critical thinking, sound judgment, and alignment with company ethics policies
Proficiency in Microsoft Word, Excel, and PowerPoint
High school diploma or GED required
Experience in call center software platforms (e.g., LiveVox, NICE/CXone, MaestroQA or similar)
Experience with speech analytics platforms and ticketing systems (e.g., Zendesk or similar)
Strong understanding of quality evaluation tools, AI-assisted monitoring, or automated QA systems
Strong analytical skills with exceptional attention to detail and accuracy
Proficiency in Microsoft Office (Word, Excel, PowerPoint)
Ability to manage time effectively and meet deadlines
Strong written and verbal communication skills
Critical thinking skills and sound professional judgment

Nice To Haves

Bachelor’s degree
Experience evaluating inbound/outbound calls and back-office processing
Coaching, supervisory, or team-lead experience
Experience in banking, finance, mortgage, insurance, or consumer lending environments
Experience working in regulated or compliance-driven industries

Responsibilities

Evaluate inbound/outbound calls and back-office processing against established quality and compliance standards
Conduct high-risk and complex quality reviews with heightened attention to detail
Ensure adherence to internal policies, regulatory requirements, and client expectations
Monitor and escalate customer complaints to ensure timely investigation and resolution within SLA requirements
Provide clear, constructive, and actionable coaching feedback to frontline employees
Partner with Supervisors and Compliance teams to address performance gaps
Support development initiatives that improve employee quality performance
Contribute to calibration sessions to ensure scoring consistency
Compile detailed reporting on quality trends and performance metrics
Conduct business unit analysis to identify systemic improvement opportunities
Manage client-facing dashboards and quality summaries as needed
Provide insights that support strategic decision-making
Utilize AI technology and speech analytics platforms to analyze calls and back-office processes
Validate AI-generated quality insights to ensure fairness, accuracy, and compliance
Assist in building and refining automated QA rules, prompts, and scoring criteria
Collaborate on quality system enhancements and automation initiatives