SAM QA Specialist - Remote

Overview

The Specialist, SAM Quality Assurance (QA) performs, tracks, and reports quality reviews of member phone interactions in accordance with internal and external controls to ensure quality.

In Short

• Conduct random call reviews to monitor member interactions
• Perform follow-up quality reviews to confirm that appropriate actions were taken on reported findings
• Provide regular operational updates with identified priorities and recommended actions
• Maintain quality assurance processes in accordance with regulations and internal policies
• Proactively identify compliance improvement opportunities
• Perform research and training to maintain knowledge of policies and regulations
• Lead monthly calibration sessions with leadership

Requirements

• Bilingual (Spanish Speaking) Preferred
• Bachelor’s degree in Business Administration is preferred
• Minimum one year experience in a quality assurance role in the financial services industry
• Experience in process change and innovation
• Strong knowledge of state and federal laws and regulations
• Basic knowledge of collections principles and practices
• Demonstrated effective time management skills
• Ability to anticipate needs and prioritize projects
• Strong business communication skills
• Intermediate knowledge of Microsoft Office Suite; advanced knowledge of Excel

Benefits

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year
• 11 paid federal holidays
• Special employee pricing on lending products