Quality Assurance Analyst

Unifin, Inc • Niles, IL

19d

About The Position

The Quality Assurance Analyst is responsible for reviewing and evaluating key business processes on an ongoing basis to ensure execution complies with Regulation E requirements. When issues are identified, the QA Analyst works with management and relevant business units to remediate them in a timely manner and confirm that corrective actions are implemented as intended.

Requirements

• 2+ years of work experience in compliance, risk management, customer service, or banking operations; financial services industry experience preferred.
• Previous Quality Assurance Analyst experience in a dispute call-center environment required; Regulation E experience preferred.
• Ability to comprehend and retain complex information to ensure compliance with regulatory requirements.
• Comprehensive understanding of processes related to financial and banking laws and regulations.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to build relationships.
• Strong analytical, research, organizational, and problem-solving skills.
• Proficiency with Microsoft Office, especially Excel, required; experience with relational databases such as Teradata, Oracle, and SQL Server preferred.

Nice To Haves

• financial services industry experience
• Regulation E experience
• experience with relational databases such as Teradata, Oracle, and SQL Server

Responsibilities

• Extract, clean, transform, and validate data for management reporting and business decision-making in support of Regulation E adherence.
• Develop and maintain strong working relationships with business units and stakeholders, including Banking Operations, Customer Service, Risk Management, and Information Security.
• Work with relevant business units to execute identified opportunities and perform follow-up quality assurance to confirm remediation was effective.
• Identify and monitor trends to support continuous improvement.
• Provide reporting and status updates to senior management and analysts regarding potential areas for improvement.
• Conduct and analyze reports to determine whether remediation is required and develop remediation plans.
• Summarize report results and remediation plans while adhering to strict compliance and regulatory requirements.
• Conduct daily, weekly, and monthly sample testing, including call listening, case reviews, opportunity tracking, and reporting findings.
• Monitor, evaluate, and score dispute cases against established quality assurance instruments and standards.
• Review, evaluate, and score open and closed customer-issue tickets against established quality assurance instruments and standards.
• Analyze performance from quality assurance data and communicate trends to management.
• Share performance data from quality monitoring and reviews with the team to identify potential training needs.
• Participate, as needed, in calibration sessions, employee communication sessions, and creation of communication tools.
• Provide clearly written feedback to management for group and individual coaching related to compliance audits and performance improvement.
• Provide timely, accurate, and courteous responses to floor questions regarding quality within timeframes established by management.
• Assist with escalations as needed and initiate outbound calls for customer follow-up and resolution.
• Maintain awareness of system speed and outages, and communicate issues to management for resolution.
• Assist Customer Service Representatives by proactively identifying and communicating issues or problems.
• Handle special projects as necessary.

Benefits

• We believe in our employees and invest in providing the best growth opportunities.
• Promotions at UNIFIN are based on merit, past performance, and leadership potential.
• We recognize our top employees and help them succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed