Supervisor, Quality Assurance

Summary

Join Octane®, a remote-first company revolutionizing recreational purchases, as a Quality Assurance (QA) Supervisor. Manage QA staff in Risk/Collections and Operations, ensuring adherence to company policies and procedures. Supervise daily work, review QA findings, and summarize monthly reporting results. Develop and implement 1LOD testing reviews to identify and mitigate potential risks. Inspire and motivate the QA team, leading weekly calls and individual feedback sessions. Successfully source, hire, and onboard new talent. Coordinate with stakeholders to ensure alignment with company culture and vision. Recommend and assist in developing new QA practices, processes, and policies. Lead training sessions to ensure clear understanding.

Requirements

• 2+ years’ Supervisor/leadership experience working in underwriting, finance, servicing operations or related fields
• Bachelor’s degree in a related field (e.g., Business, Organizational Development, Teaching, Psychology) a plus, but strong financial services supervisory experience in Quality Assurance can compensate for lack of degree
• At least 3+ years of audit experience in Collections, Servicing, Loan Processing, Call Monitoring, Underwriting, or Funding in the Automotive, RV, motorsports and/or consumer loan durable goods industry
• Quality Control/Quality Assurance experience required. Must be hands-on, willing to embrace a “roll up your sleeves” approach to problem solving; must be detail oriented, customer focused, and capable of managing multiple tasks
• Must exhibit effective written and verbal communication skills
• Need to be flexible/available for the team as needed; may occasionally include working outside of scheduled business hours
• Experience with Octane’s platforms (LiveVox, Five9, ACES, LOS, LoanPro, SalesForce, RDN, Intercom and LCT)

Responsibilities

• Responsible for the QA team’s allocation and distribution of team audit assignments
• Coach, mentor, and assist QA department to establish a consistent level of quality, accuracy, and compliance to departmental standards
• Review and respond to QA finding disputes from business lines (QA reviews)
• Review and respond to finding disputes from business lines (1LOD reviews)
• Supervise daily work of the QA team to ensure targets are met and call monitoring and/or audit results are properly calibrated
• Summarize monthly QA reporting results and provide results to QA Data Analyst; may include direct reporting to business lines
• The candidate will drive overall success with a focus on ensuring quality and timely work, promoting a positive work/team environment, which results in an effective audit workflow
• Inspire and motivate the entire QA team (not just departmental direct reports), leading weekly calls and individual feedback sessions, while promoting Octane’s company’s values
• Successfully source, hire and onboard new talent when required or requested
• Coordinate with other stakeholders to ensure company culture, vision and understanding of QA Audit Specialists/Analysts responsibilities and QA audit processes
• Ensure the team has the necessary resources, training, guidance, and coaching to effectively complete their daily responsibilities to the best of their abilities and ensure optimal dealer/customer experience
• Recommends and assists in developing and implementing new Internal QA practices, processes, procedures and policies, including the development of new hire training materials, process training guides and QA desk procedures
• Lead training sessions with team and stakeholders to ensure clear understanding
• Support company objectives and management by performing other duties as assigned

Benefits

• Robust Health Care Plans (Medical, Dental & Vision)
• Generous Parental Leave
• Up to 5 weeks time off (self managed)
• Retirement Plan (401K) with company match
• Educational Assistance/Tuition Reimbursement up to $3K/year
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term/Long Term Disability
• Robust Ancillary benefits including accident insurance, hospital insurance etc
• Powersports Safety Benefit
• Wellhub (Gympass) Wellness Benefit