Quality Assurance Lead – Credit Card Operations

SteerBridge•Vienna, VA

12d•Hybrid

About The Position

The Quality Assurance (QA) Lead is responsible for overseeing the quality assurance program across Credit Card Operations, ensuring exceptional customer service, operational accuracy, regulatory compliance, and risk mitigation. This role leads a team of QA Analysts responsible for monitoring customer interactions, operational processes, and transaction activities to ensure adherence to company standards and regulatory requirements. The QA Lead serves as a strategic partner to Operations, Customer Support, Fraud, Disputes, and Compliance teams by identifying quality trends, driving continuous improvement initiatives, and enhancing the overall customer experience. This is a hybrid position based in Vienna, VA.

Requirements

Bachelor's degree or equivalent professional experience.
5+ years of experience in quality assurance, credit card operations, customer service, banking operations, or financial services.
2+ years of leadership or supervisory experience.
Strong understanding of credit card servicing, disputes, fraud operations, billing, payments, and account management.
Experience conducting audits, quality reviews, and performance evaluations.
Excellent analytical, communication, and problem-solving skills.
Proficiency with quality monitoring tools, CRM platforms, and Microsoft Office applications.

Nice To Haves

Experience in consumer banking, card services, or financial institutions.
Knowledge of consumer protection regulations, dispute resolution requirements, and operational risk management.
Experience with process improvement methodologies such as Lean, Six Sigma, or Quality Management Systems.
Professional certifications in Quality Assurance, Compliance, or Process Improvement.

Responsibilities

Lead, develop, and manage the Credit Card Quality Assurance team.
Establish quality standards, scorecards, and evaluation methodologies across customer service and operational functions.
Conduct calibration sessions to ensure consistent application of quality standards and audit criteria.
Provide coaching, feedback, and development opportunities to QA team members.
Design, document, and continuously improve quality assurance processes, operational workflows, and audit methodologies to enhance service quality, operational efficiency, and regulatory compliance.
Evaluate, select, configure, and optimize quality monitoring, speech analytics, CRM, workflow management, and reporting tools to support quality assurance and operational objectives.
Define, review, and optimize Interactive Voice Response (IVR) call flows and scripts to ensure accurate customer routing, consistent messaging, compliance with regulatory requirements, and an improved customer experience.
Partner with Operations, Customer Support, Technology, Product, and Training teams to implement process improvements, system enhancements, and customer experience initiatives based on quality findings and operational data.
Develop and maintain quality scorecards, audit criteria, standard operating procedures (SOPs), and knowledge resources to ensure consistency across customer interactions and operational processes.
Participate in User Acceptance Testing (UAT) and quality validation activities for new products, system implementations, process changes, and regulatory updates to ensure readiness and compliance.
Oversee audits of customer interactions, account servicing activities, dispute processing, fraud investigations, and operational transactions.
Evaluate compliance with internal policies, procedures, and service standards.
Identify trends, defects, and process breakdowns impacting customer experience or operational performance.
Ensure accurate documentation and reporting of audit findings.
Monitor adherence to applicable banking regulations, consumer protection requirements, and company policies.
Partner with Compliance, Risk, Legal, and Operations teams to address quality concerns and mitigate operational risk.
Escalate significant compliance violations, control deficiencies, or customer-impacting issues.
Support internal and external audits as required.
Analyze quality metrics and operational performance data to identify improvement opportunities.
Develop reports, dashboards, and executive summaries for leadership review.
Track quality trends, root causes, and corrective action effectiveness.
Provide recommendations to improve service quality, accuracy, and compliance outcomes.
Collaborate with Operations, Training, Customer Support, and Product teams to enhance processes and customer experiences.
Recommend updates to procedures, scripts, workflows, and training materials.
Lead quality improvement initiatives that reduce errors, improve compliance, and increase customer satisfaction.
Support implementation of new products, systems, and operational processes from a quality assurance perspective.