Consumer Lending Quality Assurance QA Supervisor

DescriptionAre you looking for an organization that values your experience? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace SIX years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary:
The Consumer Lending Quality Assurance (QA) Supervisor is responsible for monitoring and evaluating the quality of member interactions within the Consumer Lending Center. This role ensures all communication adheres to company standards and regulatory requirements while providing feedback and coaching to enhance employee performance and member satisfaction. The QA Supervisor also evaluates member interactions to ensure proper explanation, promotion, and sale of ancillary products, including GAP, MBP, VPP, DPW, Life and Disability Insurance, and cross-selling other credit union products. The responsibilities also include ensuring compliance with regulatory guidelines and company policies, identifying opportunities to improve employee understanding, and enhancing the promotion of these products. In addition to QA responsibilities, this position serves as a trainer in coordination with the Corporate Training team, manages operational tasks such as queue management, and supports continuous improvement initiatives within the Lending Center.

Essential Duties and Responsibilities include the following. Other duties may be assigned. Monitor and Evaluate Member Interactions

• Regularly review recorded and live member interactions for quality assurance.
• Evaluate performance based on established quality standards, including professionalism, accuracy, tone, and problem-solving skills.
• Score interactions and prepare detailed performance reports.

• Evaluate member interactions to ensure consistent and proper explanation, promotion, and sale of ancillary products, including GAP, MBP, VPP, DPW, and Life and Disability Insurance.
• Ensure compliance with regulatory guidelines and company policies related to ancillary products.
• Identify opportunities to improve employee understanding and promotion of these products.

• In coordination with the Consumer Lending Manager and Supervisor, deliver constructive feedback to Consumer Lending Officers, highlighting strengths and areas for improvement.
• Collaborate with supervisors, trainers, and development representatives to integrate feedback into coaching sessions.
• Conduct one-on-one coaching to improve skills, performance, and adherence to quality standards.

• Partner with corporate training, and act as a trainer for new and existing employees on CLC QA standards, lending processes, and tools, including ancillary product guidelines.
• Support the design and delivery of training programs based on quality assurance findings.
• Assist with onboarding new team members to ensure alignment with performance expectations.

• Manage lending queues to ensure timely processing and efficient workflow.
• Identify bottlenecks or challenges in processes and recommend improvements.
• Participate in resolving escalated member concerns by providing QA insights.

• Contribute to the development and continuous improvement of QA evaluation forms and criteria.
• Ensure call monitoring practices align with evolving policies, procedures, and compliance regulations.

• Maintain detailed records of QA evaluations, coaching sessions, and performance metrics.
• Generate reports to identify trends, challenges, and training needs.
• Provide actionable insights and recommendations to management for enhancing team performance.

• Partner with trainers and the management team to align on quality standards and member satisfaction goals.
• Assist in maintaining and updating Standard Operating Procedures (SOP) for the Consumer Lending Center.

• Maintain compliance with the Bank Secrecy Act (BSA) and anti-money laundering policies and procedures, including monitoring for unusual or suspicious activities relevant to the department.
• Complete assigned online BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments.
• Maintain a thorough understanding of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
• Comply with all TFCU policies and procedures to uphold regulatory compliance.

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

• Knowledge of Credit Union or banking related products and services preferred.
• Display a high degree of motivation, initiative, collaboration and actively interact and be an engaged team player
• Participate in teamwork, as well as, the willingness and ability to learn new tasks and duties within a changing and work in a high volume, fast-paced work environment.
• Attention to Detail to read and interpret documents such as policy, procedure manuals and job-aides.
• Exhibit high degree of professionalism and confidentiality in handling and accessing sensitive information.
• Communication Skills:
  Excellent verbal and written communication skills, with the ability to deliver clear and constructive feedback.
• Technical Skills:
  Must have working knowledge of computers, strong clerical skills and proficiency in contact center software, QA tools, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Analytical Skills:
  Strong attention to detail, with the ability to analyze call recordings and performance metrics objectively.
• Problem-Solving Skills:
  Ability to identify root causes of performance issues and suggest actionable improvements.
• Interpersonal Skills:
  Collaborative team player who can work effectively with engagemen.