Quality Assurance Supervisor

First Bank & Trust•Brookings, SD

About The Position

This person is responsible for leading a successful team of Quality Assurance Analysts and Specialists for the National Products department in a dynamic and detail-oriented environment. This person will maintain high performance standards while ensuring consistent and timely delivery of quality assurance reviews and user acceptance/production validation testing for mission-critical vendors, currently in the Fintech industry.

Requirements

This person should have a minimum of an associate’s degree, plus three years of related work experience, or the equivalent.
Previous experience in customer service or quality assurance is required, with a proven ability to effectively communicate.
Success requires a demonstrated ability to critically think and problem-solve, lead with integrity and decisiveness, and be an active listener and knowledge facilitator.

Nice To Haves

Prior leadership experience is strongly preferred.
Proficiency in SharePoint and Salesforce preferred.
Occasional travel may be required.

Responsibilities

Lead the team and develop an atmosphere of teamwork, open communication and unity.
Provide oversight of all services offered.
Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and progressive manner.
Hire, onboard, train, and lead a team of analysts and specialists.
Ensure proper coverage and scheduling of staff to complete monthly reviews and product-based testing.
Provide backup to QA Analyst and Specialist responsibilities, as needed, in the event of high volumes or time-sensitive testing.
Foster a work environment that promotes positivity, productivity, accountability, collaboration, and fun.
Along with other departmental leadership, develop and maintain quality assurance training documentation and new methods for training analysts and specialists.
Monitor performance metrics to ensure operational effectiveness and consistent delivery of quality standards.
Continuously coach staff to mitigate risk by identifying exceptions to approved procedures and compliance regulations.
Collaborate with National Products Program Managers and other departmental leadership to monitor vendor’s remediation to quality assurance identified exceptions and testing defects.
Promote collaboration between internal teams by facilitating knowledge sharing, aligning processes, and ensuring a cohesive approach to a high standard of oversight.
Act in accordance with FBT policies and procedures as set forth in the employee handbook.
Adhere to compliance procedures and participate in required compliance training.