Quality Assurance Specialist

Job Description

The Quality Control Specialist (QCS) is responsible for reviewing, assessing, and reporting potential compliance and process violations, through account research and review.

Responsibilities include reviewing various data sets, reports and recorded customer contacts to identify and track instances in which branch and / or central operation employees have failed to adhere to policy and procedure, potentially creating risk for OneMain (operational, regulatory, reputational, etc). A Quality Control Specialist communicates violations and supports the communication of performance concerns to Quality Assurance & Control (QAC) management for reporting to business and control partners. A QCS has a targeted understanding of policy and procedures based on assignments and ensures assigned tasks are completed by the target completion dates.

The successful QCS exhibits the OneMain Leadership Attributes with a high demonstration of these specific attributes : Open to Change, Great Team Player and Customer Focused.

In the Role

• Collect and review a variety of data sets, internal reporting, and populations of recorded customer calls and SMS text to identify potential compliance violations for assigned responsibilities or area of review based on low or medium risk activities
• Reference and build knowledge of OneMain policy and procedure to identify potential compliance and / or process violations
• Follow team procedures and escalate discrepancies to QAC Management or Team Lead for evaluation
• Review provided account information and recorded calls / SMS text as required by assignment for potential violations based on listening / SMS scripts
• Effectively navigate Corporate or Partner systems & accurately document accounts
• Clearly document observations through established channels (i.e., Avaya, PFAT, etc.)
• Identify and escalate trending violations, issues, or performance gaps to QAC management
• Complete assigned tasks by directed deadlines and support completion of department goals and deadlines as additionally assigned
• Demonstrate a continuous improvement mindset by identifying and communicating with QAC management team, potential opportunities or gaps within policy, procedure, or process that may be a root cause for lack of adherence by employees

Requirements

Preferred