Quality Assurance Specialist

At Goal Solutions, we’re elevating the consumer finance experience through smart technology, AI driven insights, and talented people who care about getting it right. The Quality Assurance Specialist plays a pivotal role in supporting operational excellence by ensuring accuracy, consistency, compliance, and service quality across inbound/outbound call center operations and back-office processing.  This role blends traditional quality assurance review with data analytics and AI-powered insights to drive continuous improvement, reduce operational risk, and support coaching and development initiatives.

Why You’ll Love Working Here

People stay at Goal Solutions because they can grow, contribute, and make a meaningful impact. We value reliability, curiosity, and people who take pride in doing things the right way.

How This Role Fits In

Our Quality Assurance team ensures that every call, workflow, and customer interaction meets our high standards. You’ll combine human judgment with advanced AI evaluation tools to elevate performance, support compliance, and contribute to smarter, data driven decisions across the organization.

What You’ll Do

You’ll evaluate calls and back-office workflows, provide coaching, leverage AI tools for quality insights, manage reporting and trends, ensure compliance, and help strengthen overall service accuracy and performance.

Impact You’ll Make in This Role

• Deliver an accurate, fair, and consistent servicing experience for consumers and clients
• Strengthen operational quality through coaching, clarity, and actionable insights
• Reduce errors and risk exposure through proactive monitoring and high detail review work
• Improve decision making by enhancing the accuracy of both human and AI driven evaluations
• Support a culture that values precision, transparency, continuous improvement, and data driven excellence

Key Responsibilities

Quality Monitoring & Evaluation

• Evaluate inbound/outbound calls and back-office processing against established quality and compliance standards
• Conduct high-risk and complex quality reviews with heightened attention to detail
• Ensure adherence to internal policies, regulatory requirements, and client expectations
• Monitor and escalate customer complaints to ensure timely investigation and resolution within SLA requirements

Coaching & Performance Support

• Provide clear, constructive, and actionable coaching feedback to frontline employees
• Partner with Supervisors and Compliance teams to address performance gaps
• Support development initiatives that improve employee quality performance
• Contribute to calibration sessions to ensure scoring consistency

Data Analysis & Reporting

• Compile detailed reporting on quality trends and performance metrics
• Conduct business unit analysis to identify systemic improvement opportunities
• Manage client-facing dashboards and quality summaries as needed
• Provide insights that support strategic decision-making

AI & Technology Integration

• Utilize AI technology and speech analytics platforms to analyze calls and back-office processes
• Validate AI-generated quality insights to ensure fairness, accuracy, and compliance
• Assist in building and refining automated QA rules, prompts, and scoring criteria
• Collaborate on quality system enhancements and automation initiatives

What You Bring

• Experience with call center software (e.g., LiveVox, CXONE/NICE, MaestroQA, or similar Quality Assurance platforms)
• Familiarity with speech analytics tools, ticketing systems (e.g., Zendesk), and AI driven evaluation platforms
• Strong analytical mindset with exceptional attention to detail and accuracy
• Ability to manage time effectively and meet deadlines in a fast-paced environment
• Clear, concise, and professional written and verbal communication skills
• Ability to work independently while collaborating with cross functional teams
• Strong critical thinking, sound judgment, and alignment with company ethics policies
• Proficiency in Microsoft Word, Excel, and PowerPoint

Minimum Qualifications

• High school diploma or GED required
• Experience in call center software platforms (e.g., LiveVox, NICE/CXone, MaestroQA or similar)
• Experience with speech analytics platforms and ticketing systems (e.g., Zendesk or similar)
• Strong understanding of quality evaluation tools, AI-assisted monitoring, or automated QA systems
• Strong analytical skills with exceptional attention to detail and accuracy
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Ability to manage time effectively and meet deadlines
• Strong written and verbal communication skills
• Critical thinking skills and sound professional judgment

Preferred Qualifications

• Bachelor’s degree
• Experience evaluating inbound/outbound calls and back-office processing
• Coaching, supervisory, or team-lead experience
• Experience in banking, finance, mortgage, insurance, or consumer lending environments
• Experience working in regulated or compliance-driven industries

Essential Functions 

• Prolonged periods of sitting and working at a computer 
• Frequent use of computer systems, spreadsheets, and internal platforms 
• Ability to communicate effectively via written, verbal, and electronic means 
• Ability to organize and maintain accurate documentation 

Work Schedule & Classification

• Schedule: Full-time, Monday–Friday; occasional extended hours may be required to meet business deadlines 
• FLSA Classification: Exempt
• Periodic travel may be required for team meetings or company events 

Physical & Environmental Requirements

• Prolonged periods of sitting and working at a computer 
• Must be able to communicate effectively via phone, video, and written channels 
• This position operates in a professional remote or office environment using standard office equipment (computers, phones, printers) 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions 

Benefits include 

• Competitive salary + bonus eligibility 
• 401(k) with 4% company match 
• Medical, dental, and vision 
• Annual HSA contribution: $1,700 
• Life insurance, disability, and critical illness coverage 
• 14 Paid holidays, including your birthday
• Free snacks and beverages in the office 
• Paid Parental Leave 
• Generous PTO 
• Tuition reimbursement 
• $2,000 Vacation Incentive after 3 years + Sabbatical

About Goal Solutions 

Goal Solutions (“Goal” or the “Company”) is an innovative financial services company delivering comprehensive and customizable Primary and Backup Servicing, Asset Management, and SPV Administration solutions. Driven by technology, data science, and industry expertise, Goal is a strategic partner across the entire consumer finance lifecycle. Our experienced leadership team has worked collaboratively for over a decade, managing over $42B in consumer assets.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal serves key markets such as residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently, Goal supports a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years, and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015. 

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.