Quality Assurance Coordinator

Location: Dakota Dunes

The Quality Assurance Coordinator is a recognized leader who is responsible for the assessment of risks and quality in accordance with the mission and strategic goals of the organization. They conduct quality audits/reviews to assure service, accuracy, and adherence to internal and external standards. They are self-directed and responsible for performing risk management tasks with minimal guidance. Quality Assurance Coordinator is responsible for ensuring that products and processes meet established quality standards.

Demonstrates proficiency in navigating and understanding the basic functions of the core systems (Uni Trac, Refund+) including loan or transaction histories. They are responsible for recommending policies and procedures so quality improvement efforts will meet or exceed internal and external customers’ needs and expectations.

Job Duties and Responsibilities:

Perform Audits, Assessments, and Reviews (60%)Vehicle Insurance Tracking and CPI:
Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month.

Perform Employee Quality Audits each month in areas including, but not limited to:
Risk Management Service Center (Inbound Call, Chat, Outbound Call), Document and Data Management (Insurance Processor, UTL Processor. Perform Lender Level Audits each month in areas including, but not limited to:
Inline QC (AWV), Lender Special Request. Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited.

Refund+:
Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to:
Refund+ (Examiners). Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited.

Real Estate Insurance Tracking:
Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to:
Risk Management Service Center (Inbound Call, Chat, Outbound Call), Document and Data Management (Insurance Processor, UTL Processor). Perform Lender Level Audits each month in areas including, but not limited to:
Inline QC (AWV), Lender Special Request. Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited.

Data Integrity and Workflow Management (25%)Analyze audit findings and make results-driven recommendations on improvement of client experience.

Create and maintain databases of results to monitor trending and identify reoccurring defects.

Utilize quality monitoring program to compile and track performance at an individual and department level.

Review results to determine prevalence across RMO employees/business areas.

Collaborate with relevant business unit leadership to provide guidance on corrective actions.

Recognize and recommend process improvements based on audit findings and best practices.

Operational Procedure Maintenance (15%)Lead and/or assist assigned business areas with the change management review of policies and procedures based on emerging risks, regulatory compliance oversight and business objectives.

Identify gaps, inconsistencies, and deviations from documented procedures.

Provide recommendations for updates and improvements to documentation to maintain accuracy…