Quality Assurance Specialist

OneMain Financial • Salt Lake City, UT

1d

About The Position

The Quality Assurance Specialist will be responsible for monitoring phone calls and written correspondence with customers and dealerships to ensure accuracy of departmental policies and procedures. The Quality Assurance Specialist will help develop and implement quality scorecard documents as well as make recommendations on training materials when needed. Reviews application documents received by third parties for accuracy prior to funding. In the role Review application documents for accuracy prior to funding Assist in the development of the quality assurance practices throughout the originations departments Develop, update, and facilitate QA related trainings and/or calibration meetings as needed Review of customer and/or dealership phone, chat, SMS, and email interactions Deliver regular QA score reports and a monthly QA score report to management Assist in process improvement in existing systems and processes to drive quality and efficiency and enhance customer experience Assist departments in maintaining compliance with all Federal and local regulations Assist in revisions of internal, departmental policy documents and training reference materials Other duties as assigned by the Operations Manager

Requirements

• Customer Service: 1 year
• High School Diploma or equivalent
• Interpersonal skills promoting a team environment
• Six (6) months experience in relevant position or equivalent preferred

Responsibilities

• monitoring phone calls and written correspondence with customers and dealerships to ensure accuracy of departmental policies and procedures
• develop and implement quality scorecard documents
• make recommendations on training materials when needed
• Reviews application documents received by third parties for accuracy prior to funding
• Review application documents for accuracy prior to funding
• Assist in the development of the quality assurance practices throughout the originations departments
• Develop, update, and facilitate QA related trainings and/or calibration meetings as needed
• Review of customer and/or dealership phone, chat, SMS, and email interactions
• Deliver regular QA score reports and a monthly QA score report to management
• Assist in process improvement in existing systems and processes to drive quality and efficiency and enhance customer experience
• Assist departments in maintaining compliance with all Federal and local regulations
• Assist in revisions of internal, departmental policy documents and training reference materials
• Other duties as assigned by the Operations Manager

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