drjobs Quality Assurance Auditor

Quality Assurance Auditor

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1 Vacancy
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Job Location drjobs

Detroit, MI - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech sports entertainment real estate startups and more. Were united by our culture a drive to find a better way that fuels our commitment to our clients our community and our team members. We believe in and build inclusive workplaces where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job its about having the opportunity to become the best version of yourself.

As a Quality Assurance Auditor youll be responsible for developing and improving quality assurance procedures while monitoring the client journey across social media and other channels. This role involves collaborating with business leaders and internal audit teams to ensure compliance and maintain highquality standards across all client interactions. Youll identify issues related to production processes client service and products and propose solutions for improvement. Additionally this role supports team performance through activities such as roleplaying call coaching and conducting various audits to uphold quality standards.

About the Role

  • Work with crossfunctional teams to implement best practices and foster a culture of continuous improvement in quality assurance across the organization.
  • Conduct roleplaying exercises call coaching and other training activities to support and enhance team members performance and adherence to quality standards.
  • Analyze data and client feedback to identify areas for improvement and propose actionable solutions to enhance overall quality and service delivery.
  • Ensure guidelines and processes are being followed and make recommendations for improvement.
  • Address and discuss issues and proposed solutions with leaders
  • Document quality assurance activities and create audit reports
  • Update training materials as processes and team changes take place
  • Work closely with business leaders and internal audit teams to ensure compliance with established quality standards and regulatory requirements.
  • Proactively identify issues related to production processes client service or products and work with relevant teams to develop and implement corrective actions.
  • Perform regular audits of client interactions (e.g. calls emails social media) to ensure compliance with quality protocols and identify areas for improvement.
  • Ensure accurate documentation of quality assurance processes feedback and audit results for future reference and compliance purposes.

About You

Minimum Qualifications

  • Strong analytical skills with the ability to assess data identify trends and implement actionable solutions.
  • Excellent communication skills both verbal and written for effective coaching reporting and collaboration with team members and leaders.
  • Attention to detail with a focus on accuracy and consistency.
  • Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
  • Knowledge of industry standards compliance regulations and best practices in client service and quality assurance.

Preferred Qualifications

  • 1 year of experience in a Quality Assurance Client Service or related role.
  • Proficient knowledge of Microsoft Office suite
  • Experience in monitoring and evaluating client interactions across multiple channels (e.g. phone email social media).
  • Experience with QA tools and software (e.g. call monitoring systems audit tools CRM platforms).
  • Proven track record in identifying process inefficiencies and driving improvements.

What Youll Get

Our team members fuel our strategy innovation and growth so we ensure the health and wellbeing of not just you but your family too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: Weve got your back. Check out our full list of Benefits and Perks.

About Us

Headquartered in Detroit Rocket Loans was established to create the most simple rocket fast personal loan process. We assembled a topnotch team of individuals combining new passionate team members with some of the best veterans from Rocket Mortgage to create the most userfriendly lending platform in the world. We have given it our best to create an experience that is bestofbreed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans youll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. Were looking for innovators and those unafraid to disrupt the statusquo. With an inclusive culture and opportunities to make a positive impact were here to help you foster your career growth.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time. Decisions related to employment are not based on race color religion national origin sex physical or mental disability sexual orientation gender identity or expression age military or veteran status or any other characteristic protected by state or federal law. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team at .

The Company is an Equal Employment Opportunity employer and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team The Pulse at

Employment Type

Full-Time

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