Job Description

Job Description: As a Consumer Lending Quality Assurance Specialist, you will play a pivotal role in maintaining the highest standards of customer service within our lending operations. Your primary responsibility will be to monitor and evaluate the quality of both inbound and outbound customer calls. By meticulously documenting quality issues and performance metrics, you will provide invaluable insights for management review and strategic decision-making. Additionally, you will oversee a team of service monitors, guiding them in the assessment process and ensuring consistency and accuracy.

Your role extends beyond evaluation; you will actively engage with both internal and external stakeholders to address service needs and uphold customer satisfaction. Serving as a subject matter expert, you will be a go-to resource for colleagues seeking guidance on quality assurance protocols and best practices. Furthermore, you will contribute to the ongoing education and development of staff, offering feedback and support to enhance their performance.

Required Qualifications:

  • A minimum of 2 years of experience in Quality Assurance, or equivalent expertise demonstrated through a combination of work experience, training, military service, or education.

Join our team and be instrumental in maintaining the integrity and excellence of our consumer lending services!

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