Quality Assurance Coordinator

Why GLS?
Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. 
People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. 
Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!
Benefits: GLS offers the below great benefits for your amazing work!o   Competitive base pay and performance bonuses, dependent on roleo   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disabilityo   401K with employer match and 100% immediate vestingo   Paid Time Off (PTO) and paid company holidays to help you balance work and personal lifeo   Paid Volunteer Time Off (VTO) Annuallyo   Tuition Reimbursement o   Parental Leave o   Business casual work environment
What does it mean to be a Quality Assurance Coordinator II at GLS?

The Quality Assurance Coordinator II is responsible for reviewing customer and AI collection calls to evaluate call effectiveness, customer experience, process adherence, and overall performance. Identifies risks, documents findings, escalates issues as appropriate, and analyzes trends to support continuous improvement. Provides feedback on recurring issues, opportunities for enhancement, and overall call quality to improve operational outcomes and AI performance.

How will you drive value within the organization as a Quality Assurance Coordinator II?

• Listen to recorded customer interactions to confirm compliance with company standards, scripts, policies, and regulatory requirements.
• Perform a thorough review of documents or correspondence and assess the accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements.
• Review and assess the quality of customer interactions and overall customer experience.
• Ensure documents are mapped accurately to the appropriate location and correct documents are used for the circumstance.  
• Compile quality metrics and data from reviews to support the identification of trends, patterns, and areas for improvement.
• Identify inconsistencies and/or deviations from the standard procedures, call scripts, and protocols and provide a feedback summary to operational leaders.
• Maintain records of all quality assurance activities, including review results and feedback provided.
• Provide reports on completed reviews to the QA Supervisor, escalating critical compliance violations when necessary.
• Collaborate with QA Supervisor to develop strategies to enhance the overall review process.
• Participate in special projects as needed, and perform additional assignments as required by the needs of the company or as directed by management.

What should you already know to be successful as a Quality Assurance Coordinator II?

• A minimum of a High School diploma or equivalent required
• Strong interpersonal skills with the ability to professionally interact with various internal and external key stakeholders.
• Strong verbal and written communication skills.
• Ability to adapt and demonstrate flexibility and team commitment in a fast-paced environment.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively manage multiple priorities.
• Demonstrated proficiency in using quality assurance software/tools and an ability to quickly learn GLS systems/platforms.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office.
• Commitment to exemplifying the organizational core values and key competencies.

Employment Requirements:

• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment 
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

Schedule:

• This position is full-time.
• Days and hours of work are Monday through Friday, 8:00am-5:00pm.
• Regular, predictable attendance is required, including overtime hours as business demands dictate.
• Evening and weekend work may be required as job duties demand.  2023 California Applicant Privacy NoticeGLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employeesPlease visit www.glsauto.com for information about our great company and other amazing opportunities
   Applicants have rights under Federal Employment LawsFamily and Medical Leave Act (FMLA) Equal Employment Opportunity (EEO) Employee Polygraph Protection Act (EPPA)