Quality Assurance Supervisor

Description

The purpose of this job is to direct and supervise the Servicing Quality Assurance division of Edfinancial Services. This position will assist in overseeing the Compliance Management System. The Compliance Management System monitors activities and business functions in order to provide for a high level of quality by promptly identifying and correcting weaknesses, systemic, procedural, or training. The Quality Assurance Supervisor responsibilities will ensure a front-line review to monitor performance, identify, report, and escalate risk as well as implement corrective actions to ensure accuracy and standards are met properly according to business and FSA standards.

Duties and Responsibilities

• Maintains a positive work atmosphere by building professional relationships with co-workers and management and communicating professionally with customers and clients.
• Deploy new processes, procedures, and enhancements of the Quality Management System to all impacted associates as directed.
• Create and implement continuous QA monitoring events using methodologies which will prepare the business functions for external audits ensuring documented processes adhere to published controls and requirement standards.
• Reviews workload, schedules, staffing assignments, status of on-going work, projects, and available personnel for work assignment to plan unit activities.
• Works with leads to upload and assign work to team members.
• Review team productivity, schedule adherence, and other performance indicators to ensure the team members are meeting standards.
• Review Paylocity and time off/adjustment requests made by team members.
• Lead calibrations with other team members and leaders in various departments to ensure quality objectives are met according to scorecards/quality flows. Lead the team touchpoints to connect and engage them.
• Maintains awareness of pertinent changes in laws, regulations, programs, or FSA's Common Performance Standards ensuring information is communicated to personnel accordingly.
• Assist manager in gathering and monitoring data to evaluate issues and trends, propose initiatives which address and close out identified trends, support quality improvement, and company objectives.
• Approves leave requests, evaluates personnel performance, and initiates disciplinary actions.
• Assists in interviewing job applicants and prepare individual recommendations for consideration with management.
• Ensures the completion and accuracy of dispute trackers.
• Manage the creation and updates for procedures/polices as related to Quality Assurance.
• Ensure all Quality Assurance reports maintained by team are executed timely and according to procedure.
• Work collaboratively with various departmental leadership to provide timely feedback and potential risk to representatives throughout the business.
• Utilizes knowledge of company's purpose, policies, procedures, and practices to respond to other departments or, as needed, external requests for assistance or information.
• Assist Training with developing and monitoring corrective action plans and root cause analysis issued to business units when deemed necessary.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the systems.
• Completes employee progress reports and performs monthly meetings with team members. Implements counseling forms, performance improvement plans, and other necessary disciplinary action, as are necessary.
• Review Employee Handbook quarterly for changes and updates.
• Represents the company professionally and responsibly when participating in industry conference calls, conferences, site visits, and meetings with third party vendors or clients.
• Performs observations to determine task-per-hour standards.
• Will work collaboratively with the manager to plan the training and cross-training of employees.
• Other duties deemed necessary.

*Position may require employee to be onsite, when necessary.

Requirements

• High School Diploma (Bachelor's degree preferred)
• Intermediate computer skills
• Exceptional written and verbal communication skills
• Ability to prioritize and handle multiple projects at one time
• Ability to obtain Federal Security Clearance
• Regular attendance is an essential function of this job position.

Security and Privacy Responsibilities

• Complete required security and privacy training timely.
• Abide by all corporate security and privacy policies.
• Report all suspected incidents to the Security & Risk Team promptly.
• Safeguard all company assets and credentials in their possession.
• Safeguard all sensitive personally identifiable information[1] must be protected and used only for business purposes.

#ZR