Quality Assurance Supervisor (Remote) - Military veterans preferred

Job Summary:

This position will be responsible for supervising the quality assurance program and team while upholding applicable procedures and internal controls to avoid risk and ensure the company complies with all contractual requirements, including adherence to all applicable federal, state and local laws and regulations, while delivering a high-quality customer experience. This is a remote position, but to qualify, applicants must reside within 75 miles of our facility in Lowell, AR or Hendersonville, TN.

Work Location:

These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN. The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, return their equipment to the facility at the end of their employment.

Responsibilities & Job Duties:

• Responsible for supervising the quality assurance team that will be monitoring and conducting administrative audits on the processes and procedures that support the program
• Ensure sufficient internal controls and quality assurance training are established, reviewed, and maintained to stay compliant with contract requirements, and applicable federal and state laws and regulations
• Proactively audit processes, procedures and documents to identity opportunities• Confirm adherence to internal controls and procedures throughout the life of the program
• Assist operational team with any questions about quality assurance policies and procedures
• Organize and participate in special reviews to ensure we are providing high-quality customer experience
• Collaborate with the Quality Assurance Manager to ensure quality assurance performance metrics are met
• Prepare and provide quality assurance reports and statistical trends
• Assist Quality Assurance Manager to review and ensure training materials are compliant
• Assist with resolution of accounts when a quality assurance concern arises
• Train and mentor quality assurance staff
• Track and report quality assurance issues to leadership
• Participate in continuing education programs to stay abreast of changes to applicable laws and regulations

Minimum Education and Experience:

• High School Diploma
• 2 years of experience in quality assurance leadership role supervising teams in contact center environment
• US Citizenship is required per the contract
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
  • Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
  • Must be a US Citizen - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
  • Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
• Qualified applicants must reside within a 75-mile radius of our facility in Lowell, AR or Hendersonville, TN Preferred Requirements (Education & Experience
  

Preferred Education and Experience:

• Bachelor's Degree
• 3 years of experience in quality assurance leadership role supervising teams in contact center environment
• Preference will be given to internal applicants who meet all position requirements

Knowledge, Skills & Abilities:

• Knowledge and understanding of the TCPA, SCRA, FCRA, Consumer Financial Protection Bureau, associated regulations, and all other applicable federal and state laws and regulations
• Able to create presentations and provide training to staff regarding compliance and quality assurance
• Capable of leading and coaching a team
• Detailed-oriented and able to multi-task
• Excellent written, verbal, and interpersonal communication skills
• Advanced knowledge of Microsoft Office applications
• Able to read, write and speak fluent English
• Excellent presentation and facilitation skills
• Demonstrated ability to communicate effectively within all levels of the organization
• Able to adjust quickly to changing business needs

Equal Opportunity Employer:

Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here: https://www.eeoc.gov/sites/default/files/2023-06/22- 088_EEOC_KnowYourRights6.12.pdf

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.