Operations Quality Control Specialist

Five Star Bank, Ca•Lodi, CA

About The Position

The Operations Quality Control Specialist supports Five Star Bank’s operations risk function by conducting quality control reviews and risk assessments of operational processes, account maintenance activities, transactions, and customer records. The role works with operational teams to help ensure compliance with established procedures, internal controls, regulatory requirements, and service standards, while identifying ways to improve accuracy, reduce risk, and increase operational efficiency. The position reviews operational work and records, investigates discrepancies, documents findings and corrective actions, and provides employees with feedback and guidance on quality expectations. It also monitors quality metrics and trends, contributes to the development and improvement of quality-control procedures and tools, and supports internal and external audits. The position has no supervisory responsibilities. Travel is primarily local during the business day, though occasional out-of-area and overnight travel may be expected. The role requires regular communication and movement around the office, use of various tools or objects, and occasional lifting or moving of objects up to 25 pounds.

Requirements

At least 3 years of experience in a commercial banking environment.
Evidence of a strong work ethic, detail orientation, and organizational skills.
Solid knowledge of Microsoft Word, Excel, and Outlook.
Strong written and verbal communication skills.
Professional qualities, high energy, a results-driven mentality, and self-motivation.

Nice To Haves

Operations background preferred.
Bachelor’s degree in a business-related major preferred.
Management experience, preferably in financial services.

Responsibilities

Perform quality control reviews of work processed by operational staff for accuracy, completeness, and adherence to policies and procedures.
Audit account maintenance, customer records, transactions, and system entries for compliance with Bank policies, internal controls, and applicable regulatory requirements.
Identify processing errors, trends, and opportunities to reduce operational risk and improve quality.
Research, investigate, and resolve discrepancies in partnership with employees, departments, and management teams.
Document review findings and maintain records of audits, exceptions, corrective actions, and follow-up activities.
Provide employees with feedback, coaching, and guidance on quality standards, procedures, and operational best practices.
Monitor service levels, quality metrics, and operational trends to support departmental goals and operational excellence.
Assist with developing, maintaining, and enhancing quality control procedures, workflows, and monitoring tools.
Support internal and external audits by gathering documentation, preparing reports, and providing quality review results.
Recommend process improvements that increase efficiency, accuracy, consistency, and risk mitigation across operational departments.
Serve as a resource to operational staff on procedures, documentation requirements, and quality standards.
Conduct and attend meetings to maintain awareness of organizational priorities, communicate quality trends, and collaborate on strategic initiatives.
Perform duties in compliance with applicable laws and regulations, including the Bank Secrecy Act and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program.