Embark on a rewarding career journey with our Quality Assurance team where you will play a crucial role as a quality management associate. This is your chance to make a significant impact while growing your skills and career.

As a quality management associate in the Quality Assurance team you will monitor adherence established Firm Complaint Policy and Credit Bureau Dispute criteria by managing the quality process, including the implementation of quality tests, operational policies, processes, and services. You will monitor the control environment for changes which may impact testing, complete reporting deliverables, and lead special projects, when applicable. Additionally, you will also manage and direct overall team activities, monitors performance, and confirms adherence to regulatory rules and company policy and procedures. 

Job responsibilities: 

• Provides verbal and written summaries of findings and corresponding corrective actions
• Actively leads LOB feedback sessions and offers clarifying commentary as needed to support findings
• Provides feedback pertaining to processes and opportunities for enhancement
• Ensures testing job aids are kept current 
• Manages resources and operating expenses
• Recommends and implements enhancements to improve effectiveness and efficiency of process
• Provides coaching and feedback to the Quality Specialists/Analysts; 
• Conducts quality reviews to ensure consistency and accuracy of evaluations 
• Interacts with line of business / operations, systems and engage supporting business partners
• Partner with Quality Assurance Manager on achieving highest levels of staff performance.

Required qualifications, skills, and capabilities: 

• 3 years of relevant complaint handling experience in operations or management 
• 2 years experience in oversight functions such as auditing and/or operational quality assurance
• Bachelor's degree in business, finance, or related field, or equivalent work experience.
• CCB Firmwide Complaints Policy with experience in multiple disciplines/functions
• Compliant Identification and Documentation requirements
• Ability to work in a fast-paced environment and changing requirements
• Ability to identify training needs and coach and develop team members 
• Demonstrates leadership skills including planning, organizing and performance management
• Advanced presentation delivery
• Issue Resolution and problem-solving skills
• Ability to build strong partnership and create inclusive environment

Preferred qualifications, skills, and capabilities:

• Organization and time management
• Excellent written and oral communication
• Analytical skills
• Detail-oriented
• Risk and control management
• High degree of professionalism, self-motivation and sense of urgency
• Microsoft Excel