Join our Global Quality Management team as a Quality Analyst, where your expertise in monitoring client interactions and driving process improvements will ensure adherence to standards and enhance business operations across all regions.

As a Quality Analyst in the Global Quality Management team, you will be responsible for monitoring client interactions across all regions and will provide independent review of employee actions and business processes. You will perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures, enter quality reviews into ACES for tracking and reporting, and drive remediation of issues by engaging appropriate resources to mitigate risk. Additionally, you will articulate key findings to Client Operations business partners and senior leaders, provide feedback on quality performance metrics, and collaborate with fellow Quality Analysts to identify gaps and present continuous improvement plans.

Job Responsibilities:

Perform quality assessments to ensure accuracy and adherence to Standard Operating ProceduresEnter quality reviews into ACES (Automated) for tracking and reportingEffectively drive remediation of issues by engaging appropriate resources to mitigate risk with a sense of urgencyClearly articulate key findings to Client Operations business partners and senior leaders and closely partner with management to escalate issues according to established escalation protocols.Provide feedback to business partners on interpretation of quality performance metrics and provide regular reporting and metrics to the LOB to detail quality resultsCollaborate with fellow Quality Analysts to determine best practicesIdentify gaps in the audit process and present continuous improvement plans to management for future assessmentsKeep abreast of current regulatory requirements applicable to responsibilitiesDevelop a strong knowledge of the Operational processesParticipate and/or take the lead in quality related projects
 

Required qualifications, capabilities and skills:

Experience in Financial Services, Risk Management, or Wholesale PaymentsAbility to execute sound qualitative and quantitative analysis and draw salient conclusionsStrong communication and negotiation skills; ability to present findings independently in a concise manner and articulate reasoning clearlyAbility to review documentation and provide summary overviews and trending analysis for internal and external audiencesMust demonstrate critical thinking skills, solve problems creatively, plan and meet deadlines, as well as demonstrate strong sense of personal accountabilityControl focused to ensure output meets audit requirementsMust be adaptable, flexible and able to deal with ambiguityStrong MS Excel skills