Bilingual SAM QA Specialist

The Bilingual (Spanish-speaking) Specialist, SAM Quality Assurance (QA) performs, tracks, and reports quality reviews of member phone interactions in accordance with internal and external controls to ensure quality.

• Conduct random call reviews to monitor member interactions
• Perform follow-up quality reviews to confirm that appropriate actions were taken on reported findings and that desired results were achieved by communicating with leadership
• Provide regular operational updates with identified priorities and recommended actions to department leadership including analysis of performance metrics
• With leadership guidance, maintain quality assurance processes in accordance with federal and state regulations, investor guidelines, and internal policies and procedures
• Proactively identify compliance improvement opportunities
• Perform research and training to maintain a strong knowledge of all policies, procedures and current regulations
• Lead monthly calibration sessions with leadership

• Minimum Education: Bachelor's degree in Business Administration is preferred
• Minimum one year experience in a quality assurance role in the financial services industry
• Experience in process change and innovation
• Strong knowledge of state and federal laws and regulations
• Basic knowledge of collections principles and practices as well as CFPB and FNMA guidelines
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Ability to anticipate needs and prioritize projects in a fast-paced environment with tight deadlines while producing high-quality work
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Proven ability to professionally handle sensitive documents
• Strong research, analytical, problem solving and critical thinking skills with an excellent attention to detail
• Basic knowledge of the financial industry operating areas including functions, products & services
• Intermediate knowledge of Microsoft Office Suite; advanced knowledge of Excel
• Certification/License: N/A

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)