Call Center Quality Assurance Supervisor
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 role o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability o 401K with employer match and 100% immediate vesting o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life o Paid Volunteer Time Off (VTO) Annually o Tuition Reimbursement o Parental Leave o Business casual work environment
What does it mean to be a Call Center Quality Assurance Supervisor at GLS? The Call Center Quality Assurance Supervisor is responsible for overseeing the daily operations and management of the Quality Assurance and Compliance Monitoring programs, including but not limited to: management of QA team to ensure individual and team performance objectives are met, implementation of compliance review processes, drafting and updating of departmental processes and procedures, and conducting specialty compliance QA reviews to support adherence to company policy and regulatory requirements.
How will you drive value within the organization as a Call Center Quality Assurance Supervisor? Work with the Director, Compliance and Quality Assurance to ensure that the QA and Monitoring programs effectively manage compliance risk and align with the organization’s Compliance Management System
Oversee employee workloads and schedules to ensure that the Quality Assurance team effectively meets the needs of the business
Provide training, guidance, performance coaching, and feedback to assigned staff
Work with the Director, Compliance and Quality Assurance to develop and maintain departmental operating policies and procedures to ensure maximum work effectiveness
Work collaboratively with business units to ensure compliance and improve quality
Participate in monthly QA calibration meetings between Compliance Department and operational department managers
Perform specialty QA and Monitoring reviews as needed
Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
Perform additional assignments and special projects as required by the needs of the company or as directed by management
What should you already know to be successful as a Call Center Quality Assurance Supervisor? Minimum of Bachelor’s degree required
Financial services industry experience preferred
Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching, and feedback to assigned staff
Demonstrated ability to establish and enhance processes to improve business results
Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict
Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
Strong verbal and written communication skills
Team player that can adapt in a fast paced and changing environment
Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as required
Ability to think strategically and deliver tactfully
Commitment to exemplifying the organizational core values and key competencies
Employment Requirements: Remain in a stationary position up to 100% of the work day
Constantly operate a computer and other standard office equipment
Talk and hear to exchange accurate information
Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
This job operates in a professional office environment
The noise level in the work environment is usually moderately quiet
The position does not require travel
2023 California Applicant Privacy Notice GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees Please visit www.glsauto.com for information about our great company and other amazing opportunities
Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA) Equal Employment Opportunity (EEO) Employee Polygraph Protection Act (EPPA)