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. 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) 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

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  "lists": [
    {
      "text": "How will you drive value within the organization as a Call Center Quality Assurance Supervisor?",
      "content": "<div>\n\n<li>Work with&nbsp;the&nbsp;Director,&nbsp;Compliance&nbsp;and Quality Assurance&nbsp;to ensure that the&nbsp;QA&nbsp;and Monitoring programs effectively manage&nbsp;compliance risk and align with the organization’s Compliance Management System&nbsp;</li>\n<li>Oversee&nbsp;employee workloads and&nbsp;schedules&nbsp;to ensure that the Quality Assurance team&nbsp;effectively meets the needs of the business&nbsp;&nbsp;</li>\n<li>Provide training, guidance, performance coaching, and feedback to assigned staff&nbsp;</li>\n<li>Work with&nbsp;the&nbsp;Director, Compliance and Quality Assurance&nbsp;to develop and&nbsp;maintain&nbsp;departmental operating policies and procedures to ensure maximum work effectiveness&nbsp;</li>\n<li>Work collaboratively with business units to ensure&nbsp;compliance&nbsp;and improve quality&nbsp;</li>\n<li>Participate in monthly&nbsp;QA&nbsp;calibration meetings between Compliance Department and operational department managers&nbsp;</li>\n<li>Perform specialty&nbsp;QA&nbsp;and Monitoring reviews as needed&nbsp;</li>\n<li>Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations&nbsp;</li>\n<li>Set departmental goals and develop and&nbsp;maintain&nbsp;a daily employee work schedule that effectively meets the needs of the&nbsp;business unit and&nbsp;company&nbsp;</li>\n<li>Run&nbsp;daily reports to&nbsp;optimize&nbsp;workflow efficiency; ensure team meets service level expectations of internal and external customers&nbsp;</li>\n<li>Perform additional assignments and special projects as required by the needs of the company or as directed by management&nbsp;</li>\n\n</div>"
    },
    {
      "text": "What should you already know to be successful as a Call Center Quality Assurance Supervisor?",
      "content": "<div>\n\n<li>Minimum of&nbsp;Bachelor’s&nbsp;degree&nbsp;required</li>\n<li>Financial services industry experience preferred&nbsp;</li>\n<li>Demonstrated ability to motivate and lead a team&nbsp;- provide quality training, guidance, performance coaching,&nbsp;and feedback to assigned staff&nbsp;&nbsp;</li>\n<li>Demonstrated ability to&nbsp;establish&nbsp;and enhance processes to improve business results&nbsp;</li>\n<li>Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict&nbsp;&nbsp;</li>\n<li>Intrinsically motivated with&nbsp;demonstrated&nbsp;ability to take initiative,&nbsp;identify&nbsp;needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness&nbsp;</li>\n<li>Ability to&nbsp;effectively manage&nbsp;highly sensitive&nbsp;and confidential information,&nbsp;interact at all levels within the organization, and build cross-functional partnerships across the business&nbsp;</li>\n<li>Strong&nbsp;verbal and&nbsp;written communication skills&nbsp;</li>\n<li>Team player that can adapt in a fast paced&nbsp;and changing environment&nbsp;</li>\n<li>Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as&nbsp;required&nbsp;</li>\n<li>Ability to think strategically and deliver tactfully&nbsp;&nbsp;</li>\n<li>Commitment to exemplifying the organizational core values and key competencies&nbsp;</li>\n\n</div>"
    },
    {
      "text": "Employment Requirements:",
      "content": "\n<li>Remain in a stationary position up to 100% of the work day</li>\n<li>Constantly operate a computer and other standard office equipment</li>\n<li>Talk and hear to exchange accurate information</li>\n<li>Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading</li>\n<li>This job operates in a professional office environment</li>\n<li>The noise level in the work environment is usually moderately quiet</li>\n<li>The position does not require travel</li>\n"
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