Quality Assurance Coordinator

What does it mean to be a Quality Assurance Coordinator II at GLS?

The Quality Assurance Coordinator II is responsible for reviewing customer and AI collection calls to evaluate call effectiveness, customer experience, process adherence, and overall performance. Identifies risks, documents findings, escalates issues as appropriate, and analyzes trends to support continuous improvement. Provides feedback on recurring issues, opportunities for enhancement, and overall call quality to improve operational outcomes and AI performance.

How will you drive value within the organization as a Quality Assurance Coordinator II?

• Listen to recorded customer interactions to confirm compliance with company standards, scripts, policies, and regulatory requirements.
• Perform a thorough review of documents or correspondence and assess the accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements.
• Review and assess the quality of customer interactions and overall customer experience.
• Ensure documents are mapped accurately to the appropriate location and correct documents are used for the circumstance.
• Compile quality metrics and data from reviews to support the identification of trends, patterns, and areas for improvement.
• Identify inconsistencies and/or deviations from the standard procedures, call scripts, and protocols and provide a feedback summary to operational leaders.
• Maintain records of all quality assurance activities, including review results and feedback provided.
• Provide reports on completed reviews to the QA Supervisor, escalating critical compliance violations when necessary.
• Collaborate with QA Supervisor to develop strategies to enhance the overall review process.
• Participate in special projects as needed, and perform additional assignments as required by the needs of the company or as directed by management.

What should you already know to be successful as a Quality Assurance Coordinator II?

• A minimum of a High School diploma or equivalent required
• Strong interpersonal skills with the ability to professionally interact with various internal and external key stakeholders.
• Strong verbal and written communication skills.
• Ability to adapt and demonstrate flexibility and team commitment in a fast-paced environment.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively manage multiple priorities.
• Demonstrated proficiency in using quality assurance software/tools and an ability to quickly learn GLS systems/platforms.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office.
• Commitment to exemplifying the organizational core values and key competencies.

Employment Requirements:

• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

Schedule:

• This position is full-time.
• Days and hours of work are Monday through Friday, 8:00am-5:00pm.
• Regular, predictable attendance is required, including overtime hours as business demands dictate.
• Evening and weekend work may be required as job duties demand.