Quality Assurance Coordinator

Glsauto; Greenville (SC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base pay and bonuses

Medical, dental, vision, telemedicine

401K with employer match

Paid Time Off and holidays

Paid Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual work environment

Job summary

GLS is seeking a Quality Assurance Coordinator II in the United States to review customer and AI interactions, ensuring compliance with standards and improving call quality and AI performance.

You will document findings, analyze trends, provide actionable feedback to leaders, and maintain QA records. This full-time role requires strong communication, attention to detail, and the ability to work in a fast-paced environment.

Qualifications

• Minimum of a High School diploma or equivalent.
• Strong interpersonal and stakeholder engagement.
• Strong verbal and written communication.
• Ability to adapt in a fast-paced environment.
• Excellent organizational skills with attention to detail.
• Proficient in quality assurance software/tools and GLS systems/platforms.
• Proficient computer skills with MS Office.

Responsibilities

• Listen to recorded customer interactions to verify compliance with standards.
• Review documents for accuracy and overall quality per policies.
• Assess customer interactions and overall customer experience.
• Ensure documents map to the correct location and appropriate context.
• Compile quality metrics and identify trends for improvements.
• Provide feedback to leaders on issues and opportunities for enhancements.
• Maintain QA records and provide reports to the QA Supervisor.
• Collaborate with QA Supervisor to improve QA processes.
• Participate in special projects as needed.

Skills

Interpersonal skills

Verbal communication

Written communication

Organization

Attention to detail

Multi-tasking

Quality assurance software

MS Office

Education

High School diploma or equivalent

Tools

Quality assurance software/tools

GLS systems / platforms

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

• 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 isresponsible for reviewing customer and AI collection calls to evaluate call effectiveness, customer experience, process adherence, and overall performance. Identifies risks, documents findings, escalates issues as appropriate, and analyzes trends to support continuous improvement. Provides feedback on recurring issues, opportunities for enhancement, and overall call quality to improve operational outcomes and AI performance.

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.

2023 California Applicant Privacy Notice

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

Please visitwww.glsauto.comfor information about our great company and other amazing opportunities

Applicants have rights under Federal Employment Laws

Family and Medical Leave Act (FMLA)

Equal Employment Opportunity (EEO)

Employee Polygraph Protection Act (EPPA)