Quality Assurance Analyst III (US) - Strategic Card Program

Description

This Quality Assurance Analyst III role makes sure service and department quality standards are met, and it sits within the Strategic Card Program.

The role leads more complex projects that need you to direct other people's work and guides less experienced staff.

The company is one of the world's leading global financial institutions and the fifth largest bank in North America by number of branches and stores. It serves over 27 million households and businesses in Canada, the United States and abroad, and has more than 95,000 colleagues.

The team works in the Governance & Control line of business.

Responsibilities

• Check that quality standards are followed and keep department performance and employee compliance with company and department rules under review.
• Lead and carry out complex projects that need you to direct others, and guide less experienced staff.
• Find ways to improve processes, raise service quality and simplify functions.
• Identify department training needs, recommend them and put them in place.
• Build and keep deep knowledge of company and department systems, help with system rollouts and conversions, and advise management when needed.
• Coordinate quality control and compliance work.
• Write and update manuals, reports and other documents.
• Join special projects and take on other duties as assigned.
• Develop, suggest, lead and coordinate employee training.
• Keep staff informed about procedure changes and improvements.
• Help department leaders with trend analysis, gathering information, performance feedback and similar work.
• Attend meetings and coaching sessions, and model company culture both inside and outside the company.
• Help create a positive, ethical and respectful workplace and communicate openly with colleagues.
• Deliver top-level customer service to internal partners, vendors and customers, and support the company's customer service strategy.
• Weigh how decisions affect the company, its customers and stakeholders.
• Model quality service in every interaction and drive ongoing improvement of the partner and customer experience.
• Help build an inclusive culture that supports the company's diversity agenda and a strong employee experience.
• Take a full part in the team, share knowledge, learn from others, and keep teammates updated on project status and issues.
• Lead, train or guide other team members where needed.

Requirements

• A bachelor's degree or progressive work experience, in addition to the experience listed below.
• At least 5 years of related experience.
• Excellent written and verbal communication.
• Proven time management and organisational skills.
• Strong computer skills.
• Proven problem-solving and interpersonal skills.
• Proven ability to work both as an active team member and independently.
• Experience working in an unpredictable, fast-moving environment.
• Proven attention to detail.
• Strong leadership skills.
• Ability to work flexible hours, including possible evenings and weekends.
• Preferred: experience with FISERV.
• Preferred: experience with federal regulation in revolving credit.

Conditions

Location: Brooklyn Park, Minnesota, United States of America.

Schedule: 40 hours per week, Monday to Friday, either 7:00 to 4:00 or 8:00 to 5:00.

Work setup: in the office every Tuesday at 7000 Target Parkway North, Brooklyn Park, MN, the company's headquarters.

Pay range: $34.75 to $52.00 USD per hour.

Base pay may vary based on skills, experience, job knowledge, location and business needs. Pay rises through the range as you grow in the role. You are welcome to ask your recruiter about pay.

Travel: domestic travel occasionally; international travel never.

Physical demands, by share of the working time: Never is 0%, Occasional is 1-33%, Frequent is 34-66%, and Continuous is 67-100%. Sedentary work, multitasking, using standard office equipment, sitting, concentrating for long periods, applying common sense to standard situations, reading, writing and understanding instructions, and basic arithmetic are all continuous. Standing, walking, moving safely in confined spaces, lifting under 25 lbs, squatting, bending, reaching forward and responding quickly to sounds are occasional. Lifting over 25 lbs, kneeling, crawling, climbing, reaching overhead, pushing, pulling and twisting are never required.

These listed duties are essential functions under the ADA and describe the general nature of the work, not every task that may be assigned.

Equal opportunity: the company values diverse perspectives and gives everyone fair chances to grow.

Benefits

• Total Rewards includes base salary and variable pay, such as incentive awards in cash or equity that are generally available through an incentive plan.
• Health and well-being benefits, savings and retirement programs, and banking benefits and discounts.
• Paid time off, including vacation PTO, flexible PTO and holiday PTO.
• Career development, reward and recognition.
• Regular career, development and performance conversations with your manager.
• Access to an online learning platform and a range of mentoring programs.
• Training and onboarding sessions to help you settle into the role.