Quality Assurance Specialist

As a Quality Assurance Specialist, you’ll be responsible for developing and improving quality assurance procedures, while monitoring the client journey across social media and other channels. This role involves collaborating with business leaders and internal audit teams to ensure compliance and maintain high-quality standards across all client interactions. You’ll identify issues related to production, processes, client service, and products, and propose solutions for improvement. Additionally, this role supports team performance through activities such as role-playing, call coaching, and conducting various audits to uphold quality standards.

About the Role

• Work with cross-functional teams to implement best practices and foster a culture of continuous improvement in quality assurance across the organization.
• Conduct role-playing exercises, call coaching, and other training activities to support and enhance team members' performance and adherence to quality standards.
• Analyze data and client feedback to identify areas for improvement and propose actionable solutions to enhance overall quality and service delivery.
• Ensure guidelines and processes are being followed and make recommendations for improvement.
• Address and discuss issues and proposed solutions with leaders.
• Document quality assurance activities and create audit reports.
• Update training materials as processes and team changes take place.
• Work closely with business leaders and internal audit teams to ensure compliance with established quality standards and regulatory requirements.
• Proactively identify issues related to production, processes, client service, or products, and work with relevant teams to develop and implement corrective actions.
• Perform regular audits of client interactions (e.g., calls, emails, social media) to ensure compliance with quality protocols and identify areas for improvement.
• Ensure accurate documentation of quality assurance processes, feedback, and audit results for future reference and compliance purposes.

About You

Minimum Qualifications

• Strong analytical skills with the ability to assess data, identify trends, and implement actionable solutions.
• Excellent communication skills, both verbal and written, for effective coaching, reporting, and collaboration with team members and leaders.
• Attention to detail with a focus on accuracy and consistency.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Knowledge of industry standards, compliance regulations, and best practices in client service and quality assurance.

Preferred Qualifications

• 1 year of experience in a Quality Assurance, Client Service, or related role.
• Proficient knowledge of Microsoft Office suite.
• Experience in monitoring and evaluating client interactions across multiple channels (e.g., phone, email, social media).
• Experience with QA tools and software (e.g., call monitoring systems, audit tools, CRM platforms).
• Proven track record in identifying process inefficiencies and driving improvements.

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans, you’ll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. We’re looking for innovators and those unafraid to disrupt the status-quo. With an inclusive culture and opportunities to make a positive impact, we’re here to help you foster your career growth.