Job description
Octane® is revolutionizing recreational purchases by delivering a seamless, end-to-end digital buying experience. We connect people with their passions by combining cutting-edge technology and innovative risk strategies to make lifestyle purchases - like powersports vehicles, RVs, and OPE - fast, easy, and accessible.
Octane adds value throughout the customer journey: inspiring enthusiasts with our editorial brands, including Cycle World® and UTV Driver®, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing.
Founded in 2014, we’re a remote-first company with 550+ employees and over 30 OEM and 4,000 dealer partners.
The Quality Assurance (QA) Supervisor will be responsible for managing QA staff within the Risk/Collections and Operations departments, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability of auditing, interactions and other assigned metrics as required by the QA team/leadership. Serve as supervisor and This position will provide oversight for departmental employees including Audit Specialists and/or Quality Assurance Analysts.
An additional focus of this position will be to develop and implement first-line defense (1LOD) testing reviews to ensure appropriate controls and processes to ensure effectiveness are in place to identify potential risks early on. This proactive approach will help to prevent issues from escalating and allow for quicker remediation.
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. Success will be defined based on departmental KPIs.
- 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.
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).
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
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Octane Lending is an equal opportunity employer committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.
