Job Description:

Responsible for performing quality audits and/or reviewing evaluations on closed cases and monitoring of in-bound and/or outbound calls. Ability to analyze and understand data and translate into coaching by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with policies, standards and procedures established by the Enterprise and the Regulatory Complaints Organization and impacts to quality scoring. Identify trends, escalate problems, and take action. Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities to ensure process/scoring consistency. Share best practices. Interacts with a range of roles and is comfortable being a follower, leader, teammate and/or trainer as needed. Adapts quickly to new demands and challenges.

Job Responsibilities:

Extensive Card/Deposit product knowledge
Prior work experience within Regulatory Complaints
Subject Matter Expert with 2-5 years of QA experience
Excellent knowledge of various laws, rules and regulations
Excellent verbal and written communication skills
Ability to work independently, supporting a team of leaders and adjusting priorities as necessary
Demonstrates the ability to effectively partner with peers and leaders, and the ability to build rapport with associates across multiple teams