Quality Assurance Specialist at The Goal Family of Companies – Sioux Falls, South Dakota

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

Quality Monitoring & Evaluation

• Evaluate inbound/outbound calls and back-office workflows for quality, compliance, and risk
• Conduct high-risk and complex reviews with strong attention to detail

Coaching & Performance Support

• Provide clear, constructive, and actionable coaching to frontline employees
• Partner with Operations and Compliance to identify and resolve performance gaps

Data Analysis & Reporting

• Analyze quality trends, performance data, and customer complaints to identify improvement opportunities

AI & Technology Integration

• Utilize speech analytics and AI tools to enhance monitoring accuracy and validate insights
• Manage reporting, dashboards, and client-facing summaries that support strategic decision-making
• Contribute to calibration sessions to ensure scoring consistency and fairness

What You Bring

• Experience with call center/QA platforms (e.g., NICE/CXone, LiveVox, MaestroQA)
• Familiarity with speech analytics tools, ticketing systems (e.g., Zendesk), and AI-assisted evaluation platforms
• Strong analytical mindset with exceptional attention to detail and accuracy
• Clear, concise, and professional verbal and written communication
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently while collaborating with cross-functional teams
• Proficiency in Microsoft Word, Excel, and PowerPoint

Minimum Qualifications

• High school diploma or GED
• Experience with call center platforms, speech analytic tools, and QA/automated evaluation systems
• Strong analytical skills, communication skills, and professional judgment
• Ability to meet deadlines and manage time effectively

Preferred Qualifications

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

Essential Functions

• Extended periods of sitting and computer-based work
• Frequent use of internal systems, spreadsheets, and communication tools
• Ability to maintain accurate documentation and communicate effectively across channels

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
• Employer Funded Annual HSA contribution: $1,700
• 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.