Supervisor, Quality Control - Origence

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

About you

You are a self-driven, conscientious, fiscally responsible, self-aware, passionate and compassionate software engineer. You are comfortable with ambiguity, eternally curious, and love problem solving. You operate as an owner and work with a growth mindset. You are extremely productive on your own, and act as a multiplier collaborating with others. You are tireless in questioning the status quo and pursue the best answers to the hardest problems to the benefit of the business. Your focus is strong and capable of context switching and pivoting with the business.

The Supervisor, Quality Control will be responsible for the day-to-day quality and compliance of Origence Lending Services’ (OLS) core business, guiding and directing quality control staff. Ensures the team meets the quality, performance, and service level standards set by clients and OLS. Conduct analyses, validate quality control data, understand the structure, policies, regulatory and compliance requirements, and operations of the organization’s business needs to recommend solutions that enable the organization to achieve its goals. Identifies and implements process improvements. Resolves issues communicated to the operations department by the credit unions or dealerships. Contributes to maintaining high standards and achieving organizational goals by developing, performing, and refining the Quality Control program and activities. This role will work closely with the AVP, Operations & Lender Support to align quality control initiatives with organizational goals and enhance operational processes through automation and AI.

What You’ll Be Doing:

Supervision

• Provide day-to-day coaching, direction, training, and feedback on performance.
  • Complete second reviews and other quality checkpoints, monthly production and timekeeping audits, and functions to support performance management.
  • Track data points including but not limited to unscheduled absences and tardies.
• Direct assigned team members to ensure all functions and queues remain within SLAs.
• Owns consistent and documented training for direct reports; collaborates with peer leaders to provide same across OLS teams.
• Maintain business metrics, not limited to but including production and quality.
  • Ensure metrics are accurate and complete for internal and external audiences.
• Own client communication and relationship support for OLS products and services.
• Engage regularly in one-on-one meetings with direct reports and document coaching efforts in appropriate repository.
• Identify, implement, collaborate and participate in system and process improvements to increase efficiency and decrease business risk.
• Responsible for meeting operational and departmental goals (i.e., department budget, overtime, service levels, turnaround times, and volume goals).
• Ensure all communication (internal, external, oral, written) is handled in a professional manor.
• Effectively resolve issues and escalate as necessary.
• Collaborate cross-functionally within OLS and Origence.
• Collaborate to achieve effective partnership and performance with partners and vendors such as Rencata, Teksystems, and others.
• Other duties as assigned.

Quality Control

• Guide Quality Control Analysts in the development, implementation, and continued improvement of the Quality Control program for OLS’s core business. This includes:
  • Consulting with internal and external customers to understand business processes and needs.
  • Testing adherence to defined business standards.
  • Prepare formal presentations for all levels of the company.
  • Report results to OLS Management
  • Coordinating projects, training & activities to achieve company and/or department objectives.
• Identify opportunities for system and process automation and use of AI to achieve consistent high-quality outcomes.
• Identify opportunities for process improvements to enhance service quality and/or streamline functions.
• Identification of gaps and deficiencies in internal and client processes, policies, and procedures as well as collaboration on the creation and implementation of corrective action plans.
• Maintain and develop expanding knowledge of company and/or department systems, assist with system updates when applicable.
• Coordinate quality control and/or compliance activities.
• Create manuals, reports and documents and make updates as needed.
• Lead meetings, coaching sessions, and special projects.
• Communicate procedural changes and enhancements to the QC process.
• Perform trend analysis, data validation, information gathering, performance feedback and related activities.
• Appropriately assess risk when new or current processes are modified in compliance or operations. Apply sound ethical judgment regarding personal behavior, conduct, business practices, and escalating, and reporting control issues.
• Perform quarterly audits on QC Department findings to ensure accuracy and consistency.

Teamwork & Culture.

• Demonstrates the behaviors aligned with each value with clients and teammates across the organization.
• Value team members and commit to their growth.
• Innovate, embrace diversity of thought, and champion necessary change.
• Collaborate to create the best possible experiences for our team members and customers.
• Align on desired outcomes and take responsibility for achieving our goals.
• Work to foster and enhance teamwork within the organization.

The Ideal Candidate:

Education:

• High School education or equivalency required.
• Bachelor’s degree or progressive work preferred.

Experience:

• Bachelor’s degree or progressive work experience.
• 5-7 years related experience required. Knowledge of financial institution operations, regulatory compliance, or indirect auto lending or leasing preferred.
• Previous processing/funding experience preferred.
• Experience in ArcOS, Meridian Link, Correlation Keystone, Temenos and/or Ideal preferred.

Specialized Skills:

• Must demonstrate full knowledge and competency of all processes in OLS Operations.
• Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing.
• Intermediate computer knowledge and proficiency in Microsoft applications (Word, Outlook, and Excel), and ability to work and operate a webcam.
• Technically oriented and willing to learn new systems quickly.
• Ability to communicate technical problems in a clear and tactful way.
• Effective communication and writing ability.
• Must be able to work independently with a high-level of initiative.
• Ability to organize, prioritize work, meet deadlines and established goals.
• Ability to problem solve, navigate ambiguity, and persevere when confronted with obstacles.

Why you should apply:

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting salary range for this full-time position in Irvine, CA is $66300 - $82900 per year. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for an annual bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at company’s discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals’ qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.