Quality Assurance Supervisor

Overall Accountability

• Act as direct support for all quality assurance staff to assist with daily workload as needed.
• Directly oversees all Quality Assurance Specialist I functions and ensures the functions are completed in a timely manner and follow current processes.
• Provide ongoing coaching and feedback to team members to improve performance that includes efficiency and accuracy.
• Perform quality assurance reviews and monitoring for new Consumer accounts and modifications to maintain operational knowledge and support the quality assurance team.
• Act as primary point of contact and subject matter expert on the credit union’s Signature Guarantee audit process and provide support to the quality assurance team and front-line staff, as needed.
• Act as back up and subject matter expert for business accounts and lending reviews.
• Perform “second look” review of a sample of audits performed by the quality assurance team to identify items missed or training gaps.
• Analyze quality exceptions and research to identify processes and procedures to help streamline and/or create operational efficiencies within the department.
• Review operational processes and make recommendations for changes and/or improvements.
• Perform various regular audits including, but not limited to, Consumer Accounts, BSA, OFAC, CIP, Tax Service, and Flood.
• Perform quarterly physical document audits at the Operations Center to ensure physical document handling processes are being followed.
• Generate regular reports to various department leaders to report on overall quality of their team’s processes.
• Familiarity with tools, concepts, and methodologies of quality assurance including but not limited to ACES, Smartsheets, MeridianLink, Symitar, SilverLake, Synergy, Sageworks, Encompass, FSSI, and NContracts.
• Strong organizational and problem-solving skills with great attention to detail.
• Assist in the identification and remediation for the source of errors and work closely with appropriate business owners and Organizational Development team to implement solutions that support organizational goals for quality.
• Maintains operational knowledge in all points of Home Mortgage Disclosure Act (HMDA) data collection, Audits, and reporting requirements for Residential, Equity, Consumer, and Commercial business segments to act as support to quality assurance staff and leadership.
• Act as a point of contact for quality assurance vendors.
• Adheres to quality standards for consistent, high-quality service.
• Ability to develop, drive and communicate with peers on tasks and goals.
• Provide support to other functions within the department.
• Completes other duties as assigned.

Minimum Education and Experience

High School diploma or general education degree (GED). Seven (7) of experience in a financial institution and five (5) years’ in quality assurance, deposit operations, retail/branch operations or services, and/or lending operations.

Knowledge, Skills, and Abilities

Professional written and oral communication skills, along with the ability to produce quality results within sensitive time frames while managing multiple assignments. Knowledge of computers and standard Windows software applications. Ability to type 45 words per minute. Ability to perform 10-key accurately. Ability to read, write, speak and use proper grammar in English. Ability to communicate in person, on the telephone, and through written business correspondence. Ability to interpret and analyze written reports, instructions, correspondence, and procedure manuals. Ability to speak effectively to vendors, system owners regarding projects and organizational initiatives. Ability to calculate rates, ratios and percentages. Ability to make decision based on training, commonsense understanding, and guidelines. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations.

Licenses, Training, and Certifications Required

None.

Preferred Qualifications

None.

Hybrid Work Environment and Physical Demands

• Occasionally required to stand, walk, stoop, kneel, and reach with hands and arms.
• Regularly required to sit; use hands to finger keys accurately when using calculator machines or computer keyboards.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include the ability to adjust focus.
• The noise level in the work environment is moderate.
• Must be able to travel independently to departments, branches, and off-site locations.

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.