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!
oCompetitive base pay and performance bonuses, dependent on role
o401K with employer match and 100% immediate vesting
oPaid Time Off (PTO) and paid company holidays to help you balance work and personal life
oPaid Volunteer Time Off (VTO) Annually
oTuition Reimbursement
oParental Leave
oBusiness casual work environment
What does it mean to be a Quality Assurance Coordinator at GLS?
The Quality Assurance Coordinator is responsible for accurately reviewing customer documents and/or recorded customer calls to confirm compliance with GLS operational protocols, call scripts, and regulatory guidelines within pre-established, management approved Quality Assurance (QA) program guidelines.
How will you drive value within the organization as a Quality Assurance Coordinator?
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?
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
Excellent oral 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:
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
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