Senior Quality Analyst
Core
Perform quality audits and reviews of evaluations to ensure adherence to regulatory requirements and bank standards, providing feedback and coaching to team managers and associates.
Role type
Senior Quality Analyst (Financial Services)
Builds
Quality assurance processes and compliance reporting for banking operations
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Quality audit execution, regulatory compliance analysis, data interpretation, coaching and feedback delivery, process improvement, test plan development
Preferred skills
Banking/Financial/Audit industry experience, performance feedback implementation, adaptability to new technology
Technologies
Multiple internal banking systems
Responsibilities
Oversee quality processes for phone, email, and chat interactions; review quality issues and performance measures for management escalation; provide information to support coaching and client relationships; apply knowledge of internal and regulatory standards to measure compliance; recommend and implement changes to procedures and workflows; develop test plans, scenarios, and cases for users and clients