Quality Assurance Coordinator

Glsllc; Greenville (SC); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401K

PTO & holidays

Volunteer Time Off

Tuition Reimbursement

Parental Leave

Casual work environment

Job summary

GLS is seeking a Quality Assurance Coordinator II to review customer documents and recorded calls to confirm compliance with GLS operational protocols, call scripts, and regulatory guidelines within QA program guidelines.

You will listen to interactions, assess accuracy, and ensure documents are correctly mapped. The role involves maintaining quality records, reporting metrics to the QA Supervisor, and collaborating on process improvements; Monday–Friday, 8:00am–5:00pm in Greenville, SC.

Qualifications

• 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.

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.

Skills

Interpersonal skills

Verbal & written communication

Adaptability

Organizational skills

MS Office

QA software/tools

Team player

Core values

Education

High School diploma or equivalent

Tools

Quality assurance software

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 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.

• 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.

• 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.

• 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

• 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.

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