Essential Duties & Responsibilities:

• Responsible for managing the quality assurance team who will be monitoring calls and conducting administrative audits on the process and procedures to support the program
• Collaborate with the Director of Compliance & Quality Assurance to develop quality assurance checklists to ensure staff maintain internal controls and continuous monitoring of process and procedures throughout the life of the program
• Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations
• Proactively audit processes, procedures, and documents to identity opportunities
• Confirm adherence to internal controls and procedures throughout the life of the program
• Assist operational team with questions about quality assurance policies and procedures
• Organize and participate in special reviews to ensure we are providing a quality customer experience
• Collaborate with the Director of Compliance & Quality Assurance to ensure compliance and that QA performance metrics are met
• Conduct and respond to customer complaints
• Prepare and provide quality assurance reports and statistical trends
• Assist Director of Compliance & Quality Assurance to review and ensure training materials are compliant for the various programs
• Assist with resolution of accounts if a complaint, dispute or other compliance concerns arise
• Review and train quality assurance staff
• Report compliance issues to leadership
• Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations

Required Education and Experience Qualifications:

• High School Diploma/GED
• 3+ years of experience in a compliance or quality assurance leadership role directing and managing teams in a contact center environment
• US Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Preferred Education and Experience Qualifications:

• Bachelor's Degree
• 5+ years of experience in compliance/quality assurance leadership role directing and managing teams in a contact center environment

Required Knowledge, Skills & Abilities:

• Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations
• Able to create presentations and provide training to staff regarding compliance and quality assurance
• Capable of leading a team and coaching a team
• Detail-oriented and able to multi-task
• Excellent written, verbal, and interpersonal communication skills
• Intermediate knowledge of Microsoft Office applications
• Ability to read, write and speak fluent English
• Excellent presentation and facilitations skills
• Demonstrated ability to communicate effectively within all levels of the organization
• Ability to adjust quickly to changing business needs

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC - Know Your Rights Poster.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.