Retail Quality Assurance Manager

Woodforest National Bank•The Woodlands, TX

About The Position

The Retail Quality Assurance (RQA) Manager assesses whether branch policies and procedures are followed and collects, analyzes, and reports performance information related to customer service, quality, and regulatory compliance across the branch network. The position may also provide branch staffing assistance when needed, as determined collaboratively by Divisional Management and the RQA Administrative Manager. The RQA Manager conducts audits and assessments at assigned branches, reports findings to management, recommends process improvements, initiates corrective actions for violations, and follows up to confirm findings are resolved. The role requires up to 80% travel. It is full-time and has no supervisory responsibility.

Requirements

At least 3 years of audit experience for a financial institution, or at least 1 year as a Woodforest Branch Manager.
High school diploma or equivalent.
Thorough knowledge of the Bank’s products, services, policies, and procedures.
Proficiency with Microsoft Office applications, including Excel, Outlook, Word, PowerPoint, and SharePoint; strong internet research skills; and the ability to navigate banking software applications.
Excellent presentation, communication, and technical writing skills.
Strong interpersonal skills, including the ability to develop business partnerships, build consensus across diverse teams, and achieve results through others.
Strategic and problem-solving mindset with developed analytical ability.
Strong organizational skills and the ability to prioritize and multitask in a fast-paced environment while maintaining attention to detail.

Nice To Haves

Bachelor’s degree.

Responsibilities

Conduct routine audits of assigned branches’ work processes and practices in accordance with established policies and procedures, ensuring compliance with regulatory requirements for daily bank servicing operations.
Collect, document, and analyze data on compliance with regulatory requirements, bank procedures, service standards, and management policies using methods such as employee interviews, documented reviews, and physical inspections.
Prepare detailed written reports on assessment findings and discuss results with management teams.
Recommend process improvements and initiate required actions for violations.
Provide corrective actions for branch staff to implement and follow up to ensure findings are resolved as required.
Complete formal reassessments as required to support the Retail Quality Assurance Program.
Provide branch staffing assistance when needed, as determined collaboratively by Divisional Management and the RQA Administrative Manager.