Quality Analyst - Enterprise Transaction Services
Core
Monitoring and evaluating the quality of inbound/outbound phone calls, case reviews, emails, and chat interactions to ensure adherence to bank processes, policies, and regulatory requirements.
Role type
Quality Analyst (Enterprise Transaction Services)
Builds
Quality assurance reports, test plans, and corrective action recommendations for Check Operations FLU.
Domain
Banking / Financial Services / Operational Compliance
Deliverable
dashboards & analysis
Required skills
Quality Assurance, Claims Management, Controls Management, Monitoring and Surveillance, Process Management, Risk Management, Reporting, Attention to Detail, Problem Solving
Preferred skills
Quality testing, IQS experience, Process Mapping, Project Management
Responsibilities
Evaluates interactions for adherence to standards; documents quality issues and performance measures; participates in UAT and process changes; recommends workflow improvements; creates test plans and scenarios.
Seniority
Mid-level, hands-on IC