Quality Assurance Coordinator
Global Lending Services LLC
full-time
Posted on:
Location Type: Hybrid
Location: Greenville • South Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
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
- Excellent oral 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancedocument reviewdata analysiscompliance assessmentmetrics compilationfeedback summarizationreporting
Soft skills
interpersonal skillsoral communicationwritten communicationadaptabilityflexibilityorganizational skillsattention to detailtime management