Quality Assurance Coordinator

@ Global Lending Services
Global Lending Servicesgloballendingservices.com

Quality Assurance Coordinator

Posted 1 week ago

About the job

GLS provides auto financing for families, focuses on technology and analytics, fostering a culture of care and innovation. Join over 1,000 employees in a growth-oriented, supportive environment with benefits like health insurance, 401k, PTO, and tuition reimbursement.

Requirements

  • Strong communication skills
  • Ability to learn QA software
  • High School diploma or equivalent
  • Detail-oriented and organized
  • Interpersonal skills

Qualifications

  • Proficiency in MS Office
  • Motivated team player
  • Ability to work in fast-paced environment
  • Strong verbal and written skills
  • Commitment to core values

Full job description

Why GLS?

Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. 

People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. 

Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!

oCompetitive base pay and performance bonuses, dependent on role

oMedical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o401K with employer match and 100% immediate vesting

oPaid Time Off (PTO) and paid company holidays to help you balance work and personal life

oPaid Volunteer Time Off (VTO) Annually

oTuition Reimbursement

oParental Leave

oBusiness casual work environment

What does it mean to be a Quality Assurance Coordinator II at GLS?

The Quality Assurance Coordinator II is responsible for accurately reviewing customer documents and/or recorded customer calls to confirm compliance with GLS operational protocols, call scripts, and regulatory guidelines within pre-established, management approved Quality Assurance (QA) program guidelines.


How will you drive value within the organization as a Quality Assurance Coordinator II?

  • 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.

    • What should you already know to be successful as a Quality Assurance Coordinator II?

    • 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.
    • Strong verbal 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.

    Employment Requirements:

  • Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
  • Remain in a stationary position up to 100% of the workday
  • Constantly operate a computer and other standard office equipment 
  • Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
  • Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

    • Schedule:

    • This position is full-time.
    • Days and hours of work are Monday through Friday, 8:00am-5:00pm.
    • Regular, predictable attendance is required, including overtime hours as business demands dictate.
    • Evening and weekend work may be required as job duties demand.


    GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees

    Please visit www.glsauto.com for information about our great company and other amazing opportunities


    Applicants have rights under Federal Employment Laws




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