Accounting / Finance / Auditing, Codes and Standards, Operations
4 Year Degree
Navient (Nasdaq: NAVI) is a Fortune 500 company that provides asset management and business processing solutions to education, healthcare and government clients at the federal, state, and local levels. We help our clients and millions of Americans achieve financial success through our services and support. Headquartered in Wilmington, Delaware, Navient employs team members in Western New York, Northeastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at navient.com.
The Quality Control Manager is accountable for the effective day to day management and oversight for all quality assurance reviews and related activities for Navient Contingency Services Division. This individual will set the strategic direction for the quality assurance department to ensure all customer needs, both internal and external, are met in a timely and effective manner. The position requires a highly analytical individual with the ability to identify risk areas and drive implementation of controls to mitigate risks. Provides guidance and makes recommendations to executive and management staff on policy, processes and procedures to improve productivity and maintain compliance with contractual obligations, federal and state laws. This individual must be able to obtain all client required federal and state clearances.
Department Management - Plan, organize, coordinate department:
Direct, coordinate and assign daily activities of direct reports to accomplish multiple project tasks in accordance with timelines set forth.
Work to develop changes/automation that allow for more efficient processing of work (cost savings, improved customer service).
Manage the quality assurance reviews to ensure responses are organized, accurate and that information provided is in accordance with client request.
Ensure operating policies are consistent with business objectives and department procedures.
Plan, develop, and supervise personnel within the department and ensure that employees have the necessary information, knowledge and training to perform all job responsibilities.
Establish and oversee short-term and long-term employee goals and mentor employees to foster competent performance. Assess staff capabilities and identify appropriate training opportunities.
Create and administer timely interim and annual performance goals and appraisals.
Conduct departmental meetings and troubleshoot problems.
Provide on-going guidance, feedback, and motivation to staff to ensure competent performance and maximum utilization of resources.
Oversee Quality Assurance Compliance and Controls:
Maintain in-depth Standard Operating Policies and Procedures for Quality Assurance, ensuring effective policies and procedures are consistent with business objectives and operational for all vendor and client contracts.
Assume responsibility for records management control, documentation, and organization.
Establish and maintain effective internal and external communications.
Ensure Non-Public Information is protected and corporate policies are followed.
Evaluates departmental operating procedures and makes appropriate modifications while ensuring compliance with all regulations, statutes and client contracts.
Drive meetings with other departments to ensure communication regarding quality test, risks, mitigations, and identify opportunities for testing.
Aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
Conducting internal control of excellence (ICE) testing.
Oversee the development and issuance of department reporting:
Create, approve, oversee all internal and external reports in accordance with requirements and deadlines.
Responsible for identifying risks; communicating the risks to management; and recommending strategies that minimize the risk within the department/company.
Monitor to ensure contract procedures are being followed.
Review QMS reports weekly. Identify trends and areas of opportunity.
Coordinate with other departments to ensure timely and efficient completion of special request processing.
Strategic Planning and Coordination of Special Projects:
Continuously evaluate processes and implement appropriate changes.
Manage/participate in special projects involving cross-functional areas.
Develop and maintain constructive relationships with other departments and other centers to establish an effective network.
The Quality Control Manager :
supports and assists the decisions made by senior management
is responsible for making decisions or recommendations concerning hiring, firing, advancement, promotion, and orientation of new employees or other changes of status for employees under his or her supervision
oversees processing and maintenance of internal control policies and procedures.
uses independent judgment to resolve problems within the department and escalates issues as needed.
consistently supports and maintains the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable Pioneer, GRC, and Navient corporate policies and procedures.
Education: Bachelors degree in Business or related field.
5-7 years of progressive experience in Quality Assurance, including Management of quality control and quality assurance projects. Must have working knowledge of Microsoft Office (Word, Excel, etc.)
Broad knowledge of federal FDCPA
Knowledge of the collection industry
Project management experience
Demonstrated ability to interact with internal and external customers professionally
Must be able to analyze departmental reporting and provide recommendation based on analysis.
Strong time management and organizational skills
Must read, write, and speak fluent English, and can fully communicate effectively with all staff members and advisors.
Requires a U.S.A. security clearance, or the ability to obtain one. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government and other state and local agencies security investigations.
All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
Navient (Nasdaq: NAVI) is a Fortune 500 company that provides asset management and business processing solutions to education, healthcare and government clients at the federal, state, and local levels. We help our clients and millions of Americans achieve financial success through our services and support. Headquartered in Wilmington, Delaware, Navient employs team members in Western New York, Nor...theastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at navient.com.