Quality Control Analyst

Western & Southern Financial Group•Cincinnati, OH

About The Position

Responsible for quality control and review of the department’s day-to-day processing. The Quality Control Analyst provides managers with timely feedback and statistical data, identifies potential problem areas, process barriers, training issues, and financial risks, and prepares procedural documentation. The role conducts job-specific training for new hires and specialized training for current associates, stays current with state and federal compliance and regulations, and serves as a resource to department associates. It handles more complex issues and provides specialized training for complex transactions. The position works in an office setting, generally at a desk using a computer or other standard office equipment, and may involve meetings. It requires regular communication with customers and associates, reading and reviewing documents, preparing written correspondence and reports, and sustained computer work. Extended hours may be required during peak workloads or special projects or events. No travel is required.

Requirements

High school diploma required.
Proven Operations experience identifying and quantifying potential problem areas, providing effective resolutions, and demonstrating strong product knowledge; must be able to provide work examples of identifying problems, implementing preventive measures, and making creative recommendations.
Experience completing multiple functions effectively and accurately while maintaining professionalism in demanding business situations and strong attention to detail; must be able to provide examples of workload organization and prioritization.
Experience working independently from direct supervision, including identifying, quantifying, and resolving problems through independent decisions.
Experience in a customer-oriented field and ability to communicate empathetically and effectively with clients to resolve concerns and inquiries.
Experience adapting to and demonstrating flexibility with changes in policies and procedures.
Examples of maintaining accuracy with high volumes of work and entering information into PC applications; ability to make frequent repetitive wrist, hand, and/or finger motions.
Experience with Microsoft Office, including Outlook, Word, and Excel; proficiency in word processing and spreadsheets and working knowledge of databases.
Must be able to provide examples of self-motivation and working under limited supervision.
Must be able to provide examples of identifying and resolving problems through independent decision-making and self-initiative.
Excellent verbal and written communication skills, including the ability to interpret and communicate business needs clearly and concisely to internal and external customers while following punctuation, diction, and style rules.
Ability to remain stationary for long periods while working at a desk, on a computer, with standard office equipment, or in meetings.
Ability to verbally communicate and exchange accurate information with customers and associates regularly.
Visual acuity to read and interpret correspondence, procedures, reports, and forms in paper and electronic formats, inspect small defects or parts, and determine work accuracy, neatness, and thoroughness.
Ability to prepare written correspondence, reports, and forms regularly using prescribed formats and correct punctuation, grammar, diction, and style.
Ability to apply logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Ability to perform substantial wrist, hand, and finger movements for continuous computer work.
Ability to work extended hours during peak workloads or special projects or events.

Nice To Haves

Some college work is preferred.

Responsibilities

Collaborate with Operations Managers, Team Leaders, and Business Operations Analysts to minimize financial risk and negative customer impact.
Provide knowledge and research assistance for internal, state, and regulatory audits.
Audit a predetermined percentage of routine new business and financial and non-financial transactions.
Audit a predetermined percentage of high-risk manual processes to ensure requests are accurate and timely.
Audit check processing and handle internal and external routing of processed checks.
Audit a predetermined percentage of periodic mailings.
Monitor and review daily production reports, research trends, and proactively develop and implement resolutions.
Compile weekly error reports detailing transaction volumes, quality-controlled transactions, and errors by processor.
Provide management with monthly spreadsheets summarizing department quality-audit results, trends, and feedback provided to associates.
Complete constructive peer-to-peer feedback reviews to support team and professional development.
Review and follow up on elevated department complaints received through channels such as phone calls, written communication, and producer feedback.
Demonstrate expertise with department systems and serve as a first-line resource for associates.
Prepare written correspondence to clients and brokers as needed.
Support implementation of new products and projects by testing system and process changes.
Research, develop, write, and update procedures for department functions.
Develop and present job-specific training as directed by management, using appropriate adult-learning principles.
Provide additional support for department processing as needed and perform other duties as assigned.
Comply with all policies and standards.