Director of Operations, QA & Training

Overview

As a Director of Quality Assurance & Training Operations, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day.

The impact you’ll have at Concora Credit:

As a key member of Concora Credit servicing operations, this individual has a primary responsibility to support all CCI business lines, including Customer Care, Recovery, Retail Support, Case, and Fraud services. This position will oversee the proactive and reactive internal monitoring processes to sustain and improve customer experiences and reduce customer complaints. This position is also responsible for the strategic training and development of operational staffing to ensure our largest asset is well equipped and prepared to service our customers and exceed our partners’ expectations.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Responsibilities

As our Director of Quality Assurance & Training Operations, you will:

• Direct and develop the call center Quality Assurance program to improve customer experience and reduce operational risk
• Direct and advance the Case and Fraud Operational Monitoring program to ensure agent actions follow established work instructions
• Direct and grow the Operational Training Program to improve agent effectiveness and efficiency
• Manage a team of leaders to effectively coach and develop direct reports
• Examine trends and proactively report and recommend strategy changes
• Develop efficiencies in reporting and team member processes
• Maintain strong relationships with internal teams to facilitate project or task implementation
• Set departments strategies to achieve performance goals and drive initiatives

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Qualifications

Requirements:

• Bachelor’s Degree or equivalent experience is required
• 7-10 years of credit card, collections, or similar financial services industry knowledge, with a track record of increasing management and leadership responsibility
• NICE/IEX knowledge is highly desired
• Ability to formulate, implement, and manage operational processes
• Understanding of instructional design for adult learners
• Ability to work and thrive in a dynamic, deadline-driven environment and demonstrated success in executing complex operational strategies.
• Must possess excellent written, interpersonal, and verbal communication skills, well-honed analytical and decision-making skills, and extreme attention to detail
• Ability to hire, retain talent, and develop staff for succession planning to meet company growth goals.
• Limited travel may be required, as well as the ability to work various shifts as business needs dictate.

What’s In It For You:

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company-paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Employment-based visa sponsorship is not available for this role.

Concora Credit is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.