Supervisor, Quality Control

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

About you

You are a self-driven, conscientious, fiscally responsible, self-aware, passionate and compassionate software engineer. You are comfortable with ambiguity, eternally curious, and love problem solving. You operate as an owner and work with a growth mindset. You are extremely productive on your own, and act as a multiplier collaborating with others. You are tireless in questioning the status quo and pursue the best answers to the hardest problems to the benefit of the business. Your focus is strong and capable of context switching and pivoting with the business.

The Supervisor, Quality Control will be responsible for the day-to-day quality and compliance of Origence Lending Services’ (OLS) core business, guiding and directing quality control staff. Ensures the team meets the quality, performance, and service level standards set by clients and OLS. Conduct analyses, validate quality control data, understand the structure, policies, regulatory and compliance requirements, and operations of the organization’s business needs to recommend solutions that enable the organization to achieve its goals. Identifies and implements process improvements. Resolves issues communicated to the operations department by the credit unions or dealerships. Contributes to maintaining high standards and achieving organizational goals by developing, performing, and refining the Quality Control program and activities. This role will work closely with the AVP, Operations & Lender Support to align quality control initiatives with organizational goals and enhance operational processes through automation and AI.

What You’ll Be Doing:

Supervision

• Provide day-to-day coaching, direction, training, and feedback on performance.
  • Complete second reviews and other quality checkpoints, monthly production and timekeeping audits, and functions to support performance management.
  • Track data points including but not limited to unscheduled absences and tardies.
• Direct assigned team members to ensure all functions and queues remain within SLAs.
• Owns consistent and documented training for direct reports; collaborates with peer leaders to provide same across OLS teams.
• Maintain business metrics, not limited to but including production and quality.
  • Ensure metrics are accurate and complete for internal and external audiences.
• Own client communication and relationship support for OLS products and services.
• Engage regularly in one-on-one meetings with direct reports and document coaching efforts in appropriate repository.