What are the responsibilities and job description for the Quality Assurance Specialist (Hybrid) position at External?
- Provides operational recommendations and provides specific and actionable feedback to department leadership and business unit leaders.
- Advocates for members and team members by responding to questions regarding deposit services and account documentation and ensuring that issues are appropriately escalated.
- Performs daily and weekly review of reports to ensure quality standards are adhered to in accordance with internal policies and regulatory requirements. Performs critical file maintenance, New Membership, Business account, and Lending.
- Performs branch audits.
- Creates exception reports that are shared with branch leadership and other departments as appropriate.
- Documents findings in summary reports with sufficient detail to support findings while providing constructive feedback. Facilitates appropriate discussions around trends and opportunities for improvement.
- Responds to quality assurance inquiries and escalated items. Researches and resolves errors or discrepancies.
- Collaborates with leadership to make recommendations and write new procedures to help define new process improvement opportunities and overall organizational efficiency.
- Maintains procedures pertaining to quality assurance processes.
- Monitors effectiveness of operational procedures and action plans recommended by department. Compares results of test strategies to address gaps and improve the effectiveness of quality assurance programs.
- Maintains the privacy of member account information. Cross trains in risk management related functions.
- Serves on cross functional team projects and professionally represents the quality assurance team.
- Stays current with industry practices and trends. Participates in all required internal and external training.
- Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.
