Quality Assurance Specialist
OneMain Financial•West Valley, UT
About The Position
The Quality Assurance Specialist will be responsible for monitoring phone calls and written correspondence with customers and dealerships to ensure accuracy of departmental policies and procedures. The Quality Assurance Specialist will help develop and implement quality scorecard documents as well as make recommendations on training materials when needed. Reviews application documents received by third parties for accuracy prior to funding.
Requirements
- Customer Service: 1 year
- High School Diploma or equivalent
- Interpersonal skills promoting a team environment
- Six (6) months experience in relevant position or equivalent preferred
Responsibilities
- Review application documents for accuracy prior to funding
- Assist in the development of the quality assurance practices throughout the originations departments
- Develop, update, and facilitate QA related trainings and/or calibration meetings as needed
- Review of customer and/or dealership phone, chat, SMS, and email interactions
- Deliver regular QA score reports and a monthly QA score report to management
- Assist in process improvement in existing systems and processes to drive quality and efficiency and enhance customer experience
- Assist departments in maintaining compliance with all Federal and local regulations
- Assist in revisions of internal, departmental policy documents and training reference materials
- Other duties as assigned by the Operations Manager
Benefits
- medical
- prescription
- dental
- vision
- hearing
- accident
- hospital indemnity
- life insurances
- 401(k) matching
- Employee Stock Purchase Plan
- Tuition reimbursement
- Paid time off
- Paid sick leave
- Paid holidays
- Paid volunteer time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
