Senior Quality Assurance Coordinator

• Develop, execute, and maintain quality assurance programs, audits, and compliance initiatives to ensure alignment with client, regulatory, and internal standards.
• Review and validate audit findings, communicate results effectively, and support timely resolution of identified quality issues.
• Partner with Operations, Training, Account Management, and other cross-functional teams to identify root causes, implement corrective actions, and drive sustainable process improvements.
• Analyze audit results, quality metrics, and operational performance data to identify risks, trends, and improvement opportunities.
• Create executive-level reports and presentations highlighting quality performance, root cause analysis, remediation progress, and business insights.
• Develop, track, and evaluate action plans designed to address quality gaps and measure the effectiveness of corrective and preventive measures.
• Provide statistical analysis and reporting on quality outcomes, client audit performance, and operational metrics.
• Create tools, resources, procedures, and job aids that improve accuracy, consistency, and team performance.
• Lead or support quality-focused projects, process improvement initiatives, and business priorities while managing multiple deadlines.
• Facilitate calibration sessions to promote consistent application of quality standards and evaluation practices.
• Build strong relationships with clients, leadership teams, and internal partners by providing guidance, recommendations, and quality expertise.
• Serve as a subject matter expert by coaching teams, strengthening controls, and supporting an improved customer experience.

Requirements:

• 3+ years of experience in quality assurance, training, instructional design, or a related field.
• Experience working in processing, insurance tracking, or mortgage-related operations is preferred.
• Proven experience supporting quality programs, audits, performance analysis, or process improvement initiatives.
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable recommendations.
• Intermediate proficiency with Microsoft Office tools, including Excel, Word, and PowerPoint.
• General knowledge of quality assurance systems, tools, and methodologies.
• Strong organizational and project management skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build relationships, collaborate effectively, and influence positive outcomes.
• Ability to handle challenging situations professionally, resolve issues, and escalate concerns when appropriate.
• Adaptability and willingness to learn new products, services, processes, and technologies.
• Ability to work independently, make sound decisions with limited information, and manage ambiguity effectively.
• Strong attention to detail with a commitment to accuracy and continuous improvement.
• High school diploma or GED required.
• Experience with additional quality or operational platforms, such as SSP, is a plus.

Benefits:

• Competitive annual salary range of $23.66 - $39.06 per hour, depending on experience, qualifications, and location.
• Annual performance bonus opportunities.
• Comprehensive medical, dental, and vision coverage starting on the first day of employment.
• 401(k) plan with a company match of up to 6%.
• Paid time off, holidays, and volunteer time opportunities.
• Fully remote work environment.
• Professional development and career growth opportunities.
• Employee wellness programs and mental health resources.
• Opportunity to contribute to meaningful quality initiatives that improve customer and client experiences.