Hybrid Quality Assurance Coordinator

at Global Lending Services LLC

• Job title: Quality Assurance Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Greenville, United States

About the role

• Quality Assurance Coordinator reviewing customer compliance with GLS operational protocols and guidelines. Ensuring accuracy and quality in customer interactions and supporting process improvement initiatives.

Responsibilities

• 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