WORK ENVIRONMENT:
We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members.
POSITION SUMMARY:
Reporting to the VP of Fraud and Digital Operations, the Quality Assurance Specialist plays a crucial role in executing and maintaining a robust quality assurance program that aligns with the policies and recommendations of the Risk & Compliance team. This position involves overseeing the entire Quality Assurance program, which includes developing thorough evaluations, conducting trend analyses, and pinpointing areas for improvement to boost overall quality and efficiency. The Quality Assurance Specialist works closely with cross-functional teams to implement process enhancements, offer actionable feedback, and foster a culture of continuous improvement.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
- Conduct quality assurance evaluations on transactions and interactions—whether via phone, email, or chat—utilizing statistically valid sampling methods to ensure adherence to established policies, procedures, and regulatory requirements.
- Monitor and assess call center interactions, back-office processes, and lending services to ensure accuracy, efficiency, and compliance with internal standards and industry regulations.
- Evaluate loan processing, booking, servicing, and other managed service operations, identifying opportunities for quality enhancement and process improvement.
- Ensure that quality standards align with the organization's expectations, prioritizing process efficiency, customer satisfaction, risk management and regulatory compliance.
- Present quality evaluation results at both team and departmental levels, offering actionable insights for improvement.
- Deliver comprehensive assessments and reports to leadership, highlighting trends, recommending process enhancements, and identifying opportunities for operational improvements.
- Maintain meticulous documentation of quality assurance reviews, findings, and corrective actions to ensure transparency and accountability.
- Develop and refine quality assurance evaluations and reporting metrics that are tailored to organizational goals and adapt to evolving business needs.
- Collaborate cross-functionally to devise strategies that promote team development and align with business objectives.
- Partner with internal stakeholders to enhance policies and procedures, thereby mitigating risk and improving service delivery.
- Perform additional duties as assigned by leadership to support the organization’s quality assurance initiatives.
QUALIFICATIONS:
- 3+ years of experience in quality assurance, auditing or a risk management role within
- financial services, fintech, banking or credit unions.
- Experience working across multiple teams.
- Strong analytical with proficiency in Microsoft Excel.
- Experience with Smartsheet is a plus.
- High degree of accuracy and attention to detail.
- Is a self starter.
- Ability to work independently and cross-functionally.
- Strong communication skills.
- Detail-oriented with a focus on process improvement.
- Proficiency in quality assurance tools, reporting systems and data analysis platforms is a plus.
HOURS:
9-6pm EST M-F
SALARY & BENEFITS:
- $50,000 - $60,000 Annual Salary
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Fully Remote
- Robust 401(k) plan with company match
- Insurance - Health, Dental and Vision (Nymbus covers 100% of the Basic Dental premiums)
- Flexible Paid Time Off
