Director, Quality Management

In short, as the Director of Quality you will help lead both the Quality Control and Quality Assurance functions. We have 100+ processes in Bridgecrest in the service of our customers and clients. Helping to ensure that we design and build effective controls to ensure that processes meet or exceed requirements. This includes partnering and influencing stakeholders across the organization, such as Operations, Product and Technology to build and manage effective processes effectively. 

In long, as the Director of Quality you will:

• Explore modern technology and tools such as Speech Analytics, Natural Language Processing, Adaptive Learning models to build the Best-in-Class suite of tools that monitor the performance of the processes across Bridgecrest and identify areas for improvement 
• Manage and mentor a team of Quality Specialist
• Build and ensure that the team executes the QA program and all associated processes such as providing feedback, seeking coaching confirmation in a timely and well managed way. 
• Partner with the business to influence and strengthen QA processes 
• Checking and verifying that the controls are working per intent.
• Monitor for industry trends in Quality programs and institute these practices as necessary 
• Partner closely with our various stakeholders to ensure that as processes get updated, quality programs are updated appropriately 

So, what kind of people are we looking for?

We are looking for someone with a strong background in Quality Control in the regulatory environment, who is a people leader. You will identify and grow talent on your team, who can be the next set of leaders to champion the Quality departments agenda.

• Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
• Operate autonomously.  This isn’t a "hold your hand" kind of role.  We give you autonomy to be creative in your space and do your thing.  We need an individual that is self-motivated to get the work done and get the work done well.
• Fantastic problem solver.  Your job is not only to find the problem, but more importantly, find the solution.
• Rebel with a cause.  You are always looking beyond the obvious for continuous improvement.

The Specifics:

• Bachelor’s degree or equivalent experience
• 7+ years in financial services; quality control in financial services is a plus
• 5+ years leading and mentoring a team
• BPM, Lean, Six Sigma certification a huge plus
• Understanding of Servicing and Collections policies as it relates to Financial Services
• Knowledge of regulatory environment (UDAAP, SCRA, FCRA, etc.)
• Proficient in Excel and basic data analytical tools