Quality Assurance Specialist - Operations

OneMain Financial • Fort Mill, SC

22h • Hybrid

About The Position

The Quality Assurance Specialist (QAS) is responsible for reviewing, assessing, and reporting potential compliance and process violations, through account research and review. Responsibilities include reviewing various data sets, reports and recorded customer contacts to identify and track instances in which branch and/or central operation employees have failed to adhere to transactional policy and procedure, potentially creating risk for OneMain (operational, regulatory, reputational, etc.). A Quality Assurance Specialist communicates violations and supports the communication of performance concerns to Quality Assurance & Control (QAC) management for reporting to business and control partners. A QAS has a solid understanding of policy and procedures based on assignments and ensures assigned tasks are completed by the target completion dates. In the Role Collect and review a variety of data sets, internal reporting, and populations of recorded customer calls to identify potential compliance violations for assigned responsibilities or area of review, based on low or medium risk activities Reference and build knowledge of OneMain policy and procedure to identify potential compliance and/or process violations Follow team procedures and escalate discrepancies to QAC Management or Team Lead for evaluation Review provided account information and recorded calls as required by assignment for potential violations Effectively navigate Corporate and Partner systems & accurately document accounts Clearly communicate all violations through established channels (i.e., Operations Control Tracker) Identify and escalate trending violations, issues, or performance gaps to QAC management, complete assigned tasks by directed deadlines, and support completion of department goals and deadlines as additionally assigned Demonstrate a continuous improvement mindset by identifying and communicating with the QAC management team potential opportunities or gaps within policy, procedure, or process that may be a root cause for lack of adherence by employees

Requirements

• HS Diploma or GED
• Demonstrated ability to work independently, while supporting the achievement of both individual and team level goals
• Ability to work independently with managing daily production/testing requirements
• Ability to review potentially large data sets or call/text populations to identify potential compliance or process violations or anomalies
• Well-developed written and verbal communication skills
• Attention to detail
• Strong critical thinking and analytical skills
• Ability to read, process, and comprehend OneMain internal policies and procedures
• Ability to build simple performance reporting structures
• Fundamental/established organizational and time management skills
• Ability to brainstorm and communicate progressive ideas individually, or collaboratively with a team unit

Nice To Haves

• Knowledge of OneMain account management systems and policies
• Basic knowledge and proficiency in Microsoft Excel and Power Point
• Ability to learn software applications, Avaya or similar software experience

Responsibilities

• Collect and review a variety of data sets, internal reporting, and populations of recorded customer calls to identify potential compliance violations for assigned responsibilities or area of review, based on low or medium risk activities
• Reference and build knowledge of OneMain policy and procedure to identify potential compliance and/or process violations
• Follow team procedures and escalate discrepancies to QAC Management or Team Lead for evaluation
• Review provided account information and recorded calls as required by assignment for potential violations
• Effectively navigate Corporate and Partner systems & accurately document accounts
• Clearly communicate all violations through established channels (i.e., Operations Control Tracker)
• Identify and escalate trending violations, issues, or performance gaps to QAC management, complete assigned tasks by directed deadlines, and support completion of department goals and deadlines as additionally assigned
• Demonstrate a continuous improvement mindset by identifying and communicating with the QAC management team potential opportunities or gaps within policy, procedure, or process that may be a root cause for lack of adherence by employees

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

What This Job Offers

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