Quality Assurance Specialist II

About the Team/Role

The Operational Quality Assurance Specialist plays a crucial role in maintaining the integrity and effectiveness of our operational processes, specifically within collections, debt recovery, and cash application. This individual will be responsible for conducting audits, monitoring performance, and ensuring adherence to established policies and procedures.

By identifying areas for improvement and implementing corrective actions, the Operational Quality Assurance Specialist will contribute to improved efficiency, accuracy, and compliance across key operational functions.

How you'll make an impact

QUALITY AUDITS + MONITORING

• Conduct regular audits and reviews of operational processes within collections, debt recovery, and cash application to assess adherence to policies and procedures.

• Monitor performance metrics and identify trends or anomalies that may indicate process gaps or potential risks.

• Evaluate the effectiveness of training programs and provide feedback to management.

• Mentoring and developing junior QA team members, fostering their growth and expertise in the field.

PROCESS IMPROVEMENT

• Identify areas for improvement in operational processes and collaborate with relevant teams to implement corrective actions.

• Develop and maintain documentation of policies, procedures, and best practices.

• Stay abreast of industry regulations and internal policy updates to ensure ongoing compliance.

• Proactively identifying and assessing potential risks to operational quality and compliance, developing mitigation plans to address them.

• Evaluating and implementing new technologies and tools to improve quality assurance processes and automate routine tasks.

DATA ANALYSIS + REPORTING

• Analyze quality data to identify root causes of errors or inconsistencies and recommend solutions.

• Prepare and present quality reports to management, highlighting key findings and recommendations.

• Track and report on key performance indicators related to quality and compliance.

• Utilizing advanced data analysis techniques to uncover deeper insights into operational performance, identify root causes of issues, and predict potential risks.

COLLABORATION + COMMUNICATION

• Work closely with operations teams to foster a culture of quality and continuous improvement.

• Provide feedback and coaching to team members on adherence to policies and procedures.

• Collaborate with other departments (e.g., compliance, training) to ensure alignment on quality standards.

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring

Minimum Required Qualifications for Consideration

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.

• 4+ years of experience in operations, quality assurance, or a related field.

• Strong understanding of operational processes, preferably within collections, debt recovery, and cash application.

• Excellent analytical, problem-solving, and decision-making skills.

• Effective communication and interpersonal skills, with the ability to provide constructive feedback.

• Proficiency in relevant software and technologies (e.g., data analysis tools, workflow management systems).

• Detail-oriented with a focus on accuracy and compliance. 

• The position may involve working with sensitive financial and customer information, necessitating a high level of integrity and confidentiality.

• Demonstrated experience in developing and implementing quality assurance strategies, conducting risk assessments, and leading process improvement initiatives.

• Proficiency in using data analytics tools and techniques to gain deeper insights into operational performance and identify trends.

• Ability to leverage analytical abilities to guide decisions that mitigate risk.

• Ability to demonstrate initiative, curiosity and an eagerness to learn.

• Experience with the identification and execution of process improvement initiatives, using process improvement methodologies.

• Knowledge and application of process improvement methodologies (e.g., Lean, Six Sigma) to drive efficiency and effectiveness.

• Strong communication and influencing skills, capable of building relationships and collaborating effectively with cross-functional teams and senior management.

• Experience with AI tools or automation software to improve processes

• Must successfully pass a background investigation.