Sr. Manager, Quality Assurance

Overview

The Sr. Manager, Quality Assurance is responsible for the day-to-day operations of a team of Quality Assurance Analysts dedicated to monitoring the quality in the Funding department. In an environment with a high priority placed on customer service, this position will be held accountable for efficient and professional business processes. 

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Manage the team by planning day-to-day analyst activity, scheduling report-outs and reviews; provide regular feedback to operations on scoring trends and areas for improvement.
• Produce weekly and monthly reports on quality scores.
• Partner with the Learning and Development team and the Funding Department on the development of on-going training needs or updating of existing training based on reviews.
• Coordinate and facilitate call calibration sessions for the department.
• Implementation and on-going facilitation of the policy and procedure/standard operating procedures change management process.
• Oversee and lead the work of their associates
• Other tasks as assigned

Qualifications 

• 5+ years of experience in Funding, preferably in the auto finance industry
• 4+ years of experience in people management
• Advanced knowledge of call center operations including past management of quality assurance, policies and procedures and standard operating procedures.
• Proven past record of quality improvement in a call center environment.
• Familiarity with Microsoft Excel, Word and PowerPoint
• Ability to work in a fast paced, entrepreneurial environment
• Ability to work independently or in a group
• Ability to prioritize and manage multiple responsibilities
• Flexibility and openness to change
• Communicating clearly and concisely to individuals from various backgrounds
• Influencing others in both verbal and written mediums

 Supervisory Responsibility This position will supervise a team of Commercial Specialists. Work Environment and Physical DemandsThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Position Type/Expected Hours of Work This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed. Travel This position will require up to 10% travel. EEO StatementACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.