Quality Assurance Agent (SME/Financial Account Experience)

Summary:

All efforts aim to improve customer service, reduce costs, enhance audit quality, and maintain positive relations with customers and the inspector base.

Responsibilities:

• Receive and update inspection/audit requests from clients with accurate location information and inspector selection.
• Schedule qualified inspectors according to client timelines and profitability guidelines.
• Communicate promptly with inspectors, clients, and management regarding updates, questions, or issues, and collaborate to resolve problems.
• Coordinate certifications with Regional Managers to ensure inspectors understand account-specific procedures.
• Document and provide feedback on inspectors to improve quality.
• Review audit/inspection results for accuracy and approve them for client submission.
• Analyze audits/inspections for potential issues using Quality Assurance reports.
• Update Manager and Regional Managers on severe quality or potential exposures.
• Maintain audit/inspection lists for timely information transfer to clients.
• Collaborate with the manager, teammates, and clients for continuous process improvement.
• Serve as a back-up for team members to ensure timely completion of workload and mitigate client risk.
• Maintain accurate billing records for completed jobs.
• Ensure processes deliver intended outputs according to ISO 9001:2023 standards.
• Report on the performance of the Quality Management System and opportunities for improvement to top management.
• Promote customer focus throughout the organization.
• Maintain the integrity of the Quality Management System during planned changes.
• Report on the performance of the Information Security Management System (ISO 27001:2023), Occupational Health and Safety Management System (ISO 45001:2023), and Environmental Management System (ISO 14001:2023) to top management.
• Participate in and conform to the Environmental Management System requirements.

Qualifications:

• Prior experience in Quality Assurance and Fraud and Risk Management.
• Strong interpersonal skills and ability to work effectively in a team.
• Experience in Auto and/or Equipment Finance industry desired.
• Proficient in Microsoft Office and web navigation.
• Proactive, organized, detail-oriented, and highly motivated team player.
• Excellent verbal and written communication skills.
• Ability to work both independently and in teams.
• Maintain effective working relationships.
• Proficient in reading, writing, and speaking English.