Quality Assurance Specialist – Operations
OneMain Financial
full-time
Posted on:
Location Type: Hybrid
Location: Evansville • Kentucky • South Carolina • United States
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About 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
- Preferred 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
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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscompliance reviewperformance reportingcritical thinkinganalytical skillsattention to detailpolicy comprehensiondata set reviewprocess violation identificationsoftware application learning
Soft Skills
independent workteam collaborationcommunication skillsorganizational skillstime managementproblem-solvingcontinuous improvement mindsetbrainstormingverbal communicationwritten communication
Certifications
HS DiplomaGED