Quality Assurance Leader Details

Quality Assurance Leader

Avant - Oak Ridge, TN

Employment Type : Full-Time

Let’s get to business! We are looking for a detail-oriented, customer centric, business-savvy leader who will monitor day-to-day activities, support and train a global Quality Assurance team. Our ideal candidate is a self-starter, eager to continuously improve our quality assurance processes and team performance. Working in close alignment with stakeholders across Customer Operations as well as Chicago headquarters, the Quality Assurance team leader will drive operational excellence through oversight, development, and execution of our Quality Assurance Programs to deliver the highest quality customer experience.

• This position is currently remote and will be located in Oak Ridge, TN at some point in 2021

• Lead a team of Quality Analysts and coordinators, aligning goals, expectations, productivity and performance to support business requirements
• Foster cross-functional and collaborative relationships with business and customer operations leaders, aligning on objectives and executing on operational performance objectives
• Contribute to the shared vision and common goals, being equally comfortable taking the lead or working as a team player in support of overarching business initiatives
• Foster daily direction and communication to employees across multiple sites so that customer service interactions are monitored in a timely, efficient, and knowledgeable manner
• Be a subject matter expert on all Avant policies and procedures, providing insight for policy changes and/or improvements
• Collaborate with Operations leadership to provide timely feedback to specialists across multiple product or partner lines of business
• Facilitate coaching, direction, and resolution where necessary; especially for employees who experience escalated issues
• Conduct weekly and monthly audits of quality monitors completed, overseeing any dispute processes and resolving efficiently and objectively
• Invest in continued training and development for direct team, cultivating morale, engagement and performance across the team
• Exercise judgement, where appropriate, to escalate departmental issues or employee-related concerns
• Facilitate vendor and/or client calibration sessions; developing agenda, preparing materials, coordinating talking points, etc. prior to engagement
• Compile weekly, monthly, and quarterly reporting on areas covered by Quality Assurance
• Present quality outcomes during regularly scheduled cross-functional or departmental meetings
• Oversee performance and productivity of direct team, ensuring all monitors are completed as volume dictates and in support of business or partner program requirements
• Continuously work to improve process, procedures, and scorecards; making recommendations to develop or refine metrics in line with agent behaviors and align to business
• Other duties may be assigned to meet business needs

• Bachelor’s degree or equivalent experience in a related field
• 3-5 years experience in customer service Quality Assurance or related field with 2-3 years in a supervisor or manager role
• Knowledge and understanding of consumer lending compliance and business operations
• Experience working in a fast-paced environment with the ability to learn quickly and adapt to a variety of client preferences, requirements, and questions
• Strong analytical, organizational, time management, and problem-solving capabilities with ability to work both independently, simultaneously managing and executing on competing priorities
• Exceptional communication, interpersonal, listening and leadership skills
• Strong proficiency in Excel in addition to using business intelligence tools (e.g. Looker, Tableau, Sisense, etc.)
• Exceptional attention to detail
• Uncompromising integrity and quality standards
• Strong business acumen with the ability to interact with a wide range of stakeholders, internal and external
• Lead from the front inspiring new hires to embrace organizational culture
• Strong problem-solving capabilities, with the ability to think critically especially in resolving client requirements, customer requests or escalations
• Embody leadership through example, inspiring others and displaying positive and approachable demeanor
• Ability to coach, mentor and provide constructive and/or performance related feedback
• Flexibility to work extended hours when needed

• People management in a call center environment
• Quality Assurance experience overseeing a team in Banking Financial Services and Insurance industry strongly preferred