Quality Analyst - Enterprise Transaction Services
About The Position
The Quality Analyst supports Business Controls for the Check Operations FLU within Enterprise Transaction Services (ETS). In a high-volume production environment, the role validates operational processes, conducts quality reviews of assigned casework and interactions, identifies risks and control gaps, and provides actionable insights to improve accuracy, compliance, and customer outcomes. The analyst shares results with business stakeholders to explain quality outcomes, identify root causes, and support corrective actions and continuous improvement. The role requires timely and accurate completion of quality reviews and related deliverables within established SLA requirements. It also involves documenting findings, observations, and recommendations; participating in testing, process changes, and User Acceptance Testing (UAT); and, as applicable, reviewing casework for compliance with regulatory requirements or acting as a subject matter expert.
Requirements
- At least 2 years of experience with Check Operations.
- Quality assurance experience.
- Ability to learn and adapt quickly in a constantly changing environment.
- Attention to detail and a strong focus on control.
- Detail-oriented, self-starter with the ability to think and work independently in a fast-paced environment.
- High school diploma, GED, secondary school qualification, or equivalent.
Nice To Haves
- Bachelor’s degree.
- Quality testing-related experience.
- IQS experience.
Responsibilities
- Evaluate phone calls, emails, and chat interactions for adherence to bank processes, policies, and standards.
- Document quality issues and performance measures for management review, and provide feedback and courses of action as needed.
- Provide information to employees to support coaching, education, stronger client relationships, and daily routines.
- Apply knowledge of internal and regulatory standards, policies, guidelines, and procedures to measure compliance in the assigned area.
- Recommend procedure and workflow changes to improve work quality and productivity.
- Create test plans, scenarios, and cases that meet user and client needs.
- Conduct quality reviews and evaluate casework within the assigned testing scope to identify risks and control gaps.
- Complete reviews and related deliverables within established SLA requirements while maintaining accuracy and quality standards.
- Document findings, observations, and recommendations clearly and concisely.
- Participate in testing activities, process changes, and UAT efforts to evaluate impacts on quality and control effectiveness.
- As applicable, review casework to determine whether actions and decisions comply with regulatory requirements.
- May act as a subject matter expert.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
