The Manager of Quality Assurance develops and drives a CPPNA QA vision and strategy that delivers a world class consumer experience and commitment to 100% compliance.
Incumbent has direct accountability for both vendor management and the internal Quality Team performance and outputs. Owns the ongoing evolution of quality processes and compliance audits. Enhances reporting processes and communicates trends and key areas of opportunity to operational leadership and external vendor partners. Alerts key partners to areas of risk exposure and drives accountability to risk mitigation issue resolution. Manages the escalated complaint team and processes including interactions with the BBB and Attorney General.
The person filling this position may perform any or all of the following:
Owns the development, execution and continuous evolution of the CPPNA Quality Assurance program.
Ensure ongoing calibration between internal teams, vendor call center partners and QA vendors.
Owns the Compliance Audit Process – maintain an expert working knowledge of all CFPB, OCC, TSR and other regulatory compliance guidelines.
Ensure consistent execution in accordance with these standards and proactively report areas of potential risk exposure.
Develops and promotes a culture that places the customer at the heart of our service/actions.
Provides leadership and professional development to the internal Quality Assurance Specialist team.
Ensure department workload and productivity metrics are achieved.
Ensure that the team acts as both consumer and compliance advocates.
Provide direction and indirect oversight to CPPNA vendor partner QA processes.
Ensure timely quality reviews and reporting.
Drive accountability to identify and remedy quality and compliance opportunities at the vendor sites.
Develop a comprehensive QA communication strategy that combines concise written summary documents and a strong, confident voice to both internal and external partners.
Manage CPPNA’s Quality Assurance Vendor.
Ensure alignment to CPPNA QA Vision and Strategy.
Manage vendor productivity and outputs to ensure key metrics are achieved.
Maintain continuous calibration between all teams conducting QA reviews.
Qualified candidates should have previous experience leading Quality Assurance Teams in a call center environment and must have experience with Excel and Access as they are both critical in this role. Experience in vendor management and familiarity with QA software preferred. Four year degree required, with 3 to 5 years of experience.