Call Center QA & Compliance Lead

Why GLS? Purpose : Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. People : Join a culture of over 1,000 employees who Care Deeply and Think Boldly , driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. Growth : Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us! Benefits : GLS offers the below great benefits for your amazing work! oCompetitive base pay and performance bonuses, dependent on role oMedical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability o401K with employer match and 100% immediate vesting oPaid Time Off (PTO) and paid company holidays to help you balance work and personal life oPaid Volunteer Time Off (VTO) Annually oTuition Reimbursement oParental Leave oBusiness casual work environment What does it mean to be a Call Center Quality Assurance Supervisor at GLS? The Call Center Quality Assurance Supervisor is responsible for overseeing thedailyoperations and management oftheQuality Assurance and Compliance Monitoring programs,including but not limited to:managementofQAteamto ensure individual and team performance objectives are met, implementation of compliance review processes,draftingand updatingofdepartmental processes and procedures,and conductingspecialty compliance QA reviews to support adherence to company policy and regulatory requirements. Work withtheDirector,Complianceand Quality Assuranceto ensure that theQAand Monitoring programs effectively managecompliance risk and align with the organization’s Compliance Management System Overseeemployee workloads andschedulesto ensure that the Quality Assurance teameffectively meets the needs of the business Provide training, guidance, performance coaching, and feedback to assigned staff Work withtheDirector, Compliance and Quality Assuranceto develop andmaintaindepartmental operating policies and procedures to ensure maximum work effectiveness Work collaboratively with business units to ensurecomplianceand improve quality Participate in monthlyQAcalibration meetings between Compliance Department and operational department managers Perform specialtyQAand Monitoring reviews as needed Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations Set departmental goals and develop andmaintaina daily employee work schedule that effectively meets the needs of thebusiness unit andcompany Rundaily reports tooptimizeworkflow efficiency; ensure team meets service level expectations of internal and external customers Perform additional assignments and special projects as required by the needs of the company or as directed by management Minimum ofBachelor’sdegreerequired Financial services industry experience preferred Demonstrated ability to motivate and lead a team- provide quality training, guidance, performance coaching,and feedback to assigned staff Demonstrated ability toestablishand enhance processes to improve business results Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict Intrinsically motivated withdemonstratedability to take initiative,identifyneeds, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness Ability toeffectively managehighly sensitiveand confidential information,interact at all levels within the organization, and build cross-functional partnerships across the business Strongverbal andwritten communication skills Team player that can adapt in a fast pacedand changing environment Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications asrequired Ability to think strategically and deliver tactfully Commitment to exemplifying the organizational core values and key competencies Remain in a stationary position up to 100% of the work day Constantly operate a computer and other standard office equipment Talk and hear to exchange accurate information Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading This job operates in a professional office environment The noise level in the work environment is usually moderately quiet The position does not require travel 2023 California Applicant Privacy Notice GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees Please visit for information about our great company and other amazing opportunities Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA) Equal Employment Opportunity (EEO) Employee Polygraph Protection Act (EPPA) #J-18808-Ljbffr Glsllc