Quality Assurance Coordinator

About the role

The Quality Assurance Coordinator is a recognized leader who is responsible for the assessment of risks and quality in accordance with the mission and strategic goals of the organization. They conduct quality audits/reviews to assure service, accuracy, and adherence to internal and external standards. They are self-directed and responsible for performing risk management tasks with minimal guidance. Quality Assurance Coordinator is responsible for ensuring that products and processes meet established quality standards. Demonstrates proficiency in navigating and understanding the basic functions of the core systems (UniTrac, Refund+) including loan or transaction histories. They are responsible for recommending policies and procedures so quality improvement efforts will meet or exceed internal and external customers’ needs and expectations.

Responsibilities

• Perform Audits, Assessments, and Reviews (60%)
  • Vehicle Insurance Tracking and CPI: Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month.
    • Perform Employee Quality Audits each month in areas including, but not limited to: Risk Management Service Center (Inbound Call, Chat, Outbound Call), Document and Data Management (Insurance Processor, UTL Processor).
    • Perform Lender Level Audits each month in areas including, but not limited to: Inline QC (AWV), Lender Special Request.
    • Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited.
  • Refund+: Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month.