Quality Assurance Specialist

Looking to build-on or start your career with a financial industry leader? This is an opportunity, when excelled at, has proven to lead into various career paths throughout the organization.

Looking to continue your education? You will also be rewarded for successfully completing college level credits towards a college degree with the assistance of a $12,000 / year tuition reimbursement program.

Position Title : Quality Assurance Specialist

Pay : Min. $20hr + $1.00 if bilingual

General Statement of Duties :

The Quality Assurance Specialist is responsible for the completion and submission of various quality assurance reviews pertaining to phone and written communications.

Essential Duties and Responsibilities :

• Quality Assurance Reviews - Work with the Quality Assurance Supervisor to administer new and existing quality assurance programs for each area (including Contact Center, CAT, Loan Servicing and Processing (LS-P), and Contracted Loan Servicing and Processing (CLS-P) to ensure compliance with Direct Lending, FFELP / Cash loan, and contracted private regulations and servicing goals. In conjunction with the Quality Assurance Supervisor and Borrower Experience department management, complete various quality assurance reviews for any department a daily, weekly, monthly, or as needed basis and review the results with appropriate staff as directed. Regularly meet with the Quality Assurance Supervisor to remain updated on individual department processes and procedures.
• Communication - In a professional, courteous and timely manner, communicate with necessary internal and, as needed, external parties in order to successfully complete daily requirements of quality assurance measures for various servicing departments. Must be able to discuss findings of quality assurance reviews with the Quality Assurance Supervisor, Department management and staff within the various departments to ensure compliance with internal servicing goals and external servicing requirements Direct Loan, FFELP / Cash loan, Borrower Defense, LS-P and CLS-P. Provides actionable data to various internal support groups as needed. Identify and track issues and recommendations for broken / outmoded processes and provide to appropriate business owners.
• Procedures - Author and maintain quality assurance / control procedures governing the facility quality event system and ensure compliance with industry regulations, customer expectations and company policies. Participates in design of call monitoring formats and quality standards.
• Reporting - On a daily basis, report all activities regarding productivity and accountability to supervisor. Uses quality monitoring data management system to compile and track performance at team and individual level. Prepare and analyze internal and external quality reports for management staff review.
• Knowledge – Gain a solid understanding of Contact Center counselor responsibilities and expected performance requirements for handling both Inbound and Outbound customer calls. Additionally, gain a solid understanding of the various processes and procedures within all servicing departments. Additional knowledge in the processing of external correspondence via borrower correspondence and secure e-mails from customers along with understanding of various processes will be required. This knowledge gained will allow for successful quality assurance / control audits of all areas.
• COMPASS Servicing System - Understand the COMPASS servicing system as it relates to DL and FFELP / Cash loan, and contracted loan servicing and the various quality control audits performed.
• CLX Servicing System - Understand the CLX servicing system as it relates to DL and FFELP / Cash loan servicing and the various quality assurance audits performed.
• Meetings - Participate in various departmental and MOHELA operational meetings as designated by the Quality Assurance Supervisor; coordinates and facilitates call calibration sessions for call center staff. This will provide for a better understanding of department process and procedure changes as well as an understanding of challenges facing each department to allow for more effective audits.\
• Data Analysis – Review phone, email, and personal letter data as well as address catalogued issues, processes, and observations in order to identify customer service enhancement opportunities in order to ensure consistency of performance across interaction channels; perform proactive reviews of internal processes in order to provide recommendations and evidence to aid in company strategy.
• Understanding Student Loan and other Federal Regulations - Demonstrate ability to understand and apply complex regulations pertaining to the servicing of Federal student loans.
• Collaborative Coaching – Participate as needed in the Collaborative Coaching initiative to in the facilitation of on the job training and mentorship for new hires; facilitate discussions regarding call handling and written correspondence expectations as necessary.

MOHELA Offers Excellent Employee Benefits :

We are an EEO / AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law.

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.