Quality Assurance Supervisor Job in Anaheim 92806, California US

PURPOSE AND DISTINGUISING CHARACTERISTICS

The QA Supervisor is responsible for and maintaining written policies and performing audits of the departments within Loan Servicing.  The QA Supervisor will perform call monitors for our collection, customer service and loss mitigation departments to ensure a superior service level and compliance with CashCall’s call model and all federal, state and local laws.  This position provides information to assist in the feedback and formal training process to enhance performance levels.

 

EXAMPLES OF TASKS

·         Responsible for monitoring the quality delivery of service of collections and customer service representatives.

·         Work with Employee Development Manager to design, develop, implement and maintain a comprehensive quality control program.

·         Perform departmental audits as assigned.

·         Participate in call calibration sessions to ensure consistency with management team.

·         Provide detail and summary reports of the audits to the Employee Development Manager, Director of Collections and the Vice President of Servicing Department. 

·         Develop and maintain policies and procedures for all Servicing Departments.

 

REQUIREMENTS

·        At least 3 years experience in compliance, quality assurance, or auditing function.

·         At least 2 years in a supervisory or management capacity.

·         College Degree or equivalent work experience.

·         Ability to travel as necessary.

·         Strong knowledge of the FDCPA guidelines, specifically within consumer loans.

·         Must have strong collection experience in one of the following areas: consumer loans (signature loans), credit cards and/or auto).

·         Extensive Knowledge of Collection Processes (sub-prime is a plus).

·         Strong MS Office skills – particularly Excel and Access

·         Excellent written and oral communication skills with the ability to work with employees at all levels of the organization.

·         Must be a team player and have exceptional people skills.

·         Must be able to review data in a time sensitive environment and track/report accurate results every time.

·         Experience writing policies and procedures.

·         Must demonstrate the ability to thrive in a fast pace/changing environment.

·         Must be flexible to work a variety of shifts.

·         Excellent verbal and written communication skills.


DESIRED QUALIFICATIONS

·         Bi-lingual (Spanish/English) is a plus.

·         Experience with Aspect/Davox dialer systems.

**Qualified candidates, please apply using the following URL:  https://www7.ultirecruit.com/CAS1008/jobboard/NewCandidateExt.aspx?__JobID=163