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Quality Improvement Specialist - Originations

Company: American Credit Acceptance
Location: Spartanburg
Posted on: September 22, 2022

Job Description:

Summary/Objective -A Performance Improvement Specialist will observe, evaluate, and facilitate coaching sessions leveraging techniques tailored to optimize associate performance. - This position will directly affect the continuous improvement of implementation of all Originations performance guidelines by providing guidance on opportunities, making recommendations on best practices and creating a space to help mentor associates in an effort to strengthen their skillset. A Coach will need to be able to establish strong cross-functional relationships quickly and have a passion for a positive customer and associate experience, as well as lead the coaching efforts of Originations agents. -Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsible for working with department leaders to develop scorecards for monitoringResponsible for participating in side by side and remote monitoring, following up with intentional feedback to positively affect associate behavior Partner with associates to identify and address behavior-based performance opportunities by leveraging tailored coaching techniquesPerform transaction monitoring based on ACA's originations performance and quality guidelines to ensure optimal customer experience while maintaining business objectivesLead feedback efforts of originations agents and spend time developing their skills and talents in a one-on-one environment Provide guidance and support in continuous improvement and observance of the originations monitoring guidelinesPartner with business team to ensure timely and accurate remediation of all opportunities Partner with Training team to support developmental activities for new hires.Be a change agent in recommending solutions to improve quality, procedures, training and coaching initiatives Host calibration sessions with assigned agents based on identified opportunities Reporting feedback based performance and trends Other tasks as assignedQualifications
  • Bachelor's degree or equivalent work experience required -
  • 2+ years of experience in financial services or loan origination environment
  • 1+ years of experience with call monitoring, compliance, or audit programs
  • 1+ years of experience coaching agents -
  • 1+ years of leadership experience
  • Extensive experience as a high-performing agent
  • Experience as a mentor or coach
  • Proven track record of building influential relationships with internal customers, and able to influence independently across departmental lines
  • Must have analytical and results-oriented outlook
  • Ability to lead and teach agents, negotiate and investigate in order to resolve issues, recognize improvement opportunities for agents, and provide appropriate goals and improvement measurements
  • Displays a high level of professionalism and integrity
  • Excellent written and verbal communication skills
  • Interested in the growth and development of people
  • Ability to adapt to change and make necessary recommendations for change
  • Proven ability to multi-task with a strong attention to detail
  • Excellent decision making and prioritization skills
  • Experience with Microsoft suite, especially Excel, Outlook and Word -Preferred Qualifications
    Experience in Loan Originations or Finance Experience in speech analytics or other quality management software Experience directly managing and coaching contact center agents -Mentor ResponsibilityThis position requires direct or indirect (through supervisors) mentoring and coaching of up to 200 agents across the year annually. -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 WorkThis is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed. -TravelThis position may require up to 20% travel. -EEO Statement ACA 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. -Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. -You are not officially considered an applicant unless you have completed an employment application in ACA's online applicant tracking system, iCIMS. - - - -#LI-BS2

Keywords: American Credit Acceptance, Spartanburg , Quality Improvement Specialist - Originations, Other , Spartanburg, South Carolina

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