A top Fortune 50 financial institution is seeking a Quality Assurance Analyst to monitor and evaluate member interactions, ensure regulatory and operational compliance, and identify opportunities to improve service quality and business processes. About the

Opportunity:

Hybrid:

3 days onsite per week

Locations:

Pensacola, FL or Winchester, VA Setting:

Quality assurance, customer/member service, and business operations

Schedule:

Standard business schedule; specific hours to be confirmed

Responsibilities:

The Quality Assurance Analyst will be responsible for: Monitor, document, and evaluate member interactions across multiple channels to ensure service consistency, quality, and regulatory compliance Provide and document constructive feedback to team members and leadership while recognizing positive performance Identify opportunities for improvement related to team performance, training, procedures, systems, and member service Identify and report patterns or activities that may indicate potential fraud or abuse Collect and analyze quality monitoring data and member journeys to identify trends and provide actionable insights to management Assess the impact of process and procedural changes on member service quality Identify operational and performance gaps and recommend improvements that increase efficiency and reduce costs Partner with cross-functional stakeholders on quality initiatives, internal controls, process improvements, and organizational projects Maintain knowledge of quality systems, technology, regulations, policies, procedures, and industry trends Participate in quality learning experiments, process discovery, and continuous improvement initiatives Provide guidance and support to less experienced team members as needed

Qualifications:

2-4 years of relevant experience in quality assurance, quality control, operations, customer service, compliance, financial services, or a related field Strong analytical, research, and problem-solving skills Experience interpreting and applying data, policies, procedures, guidelines, and regulations Strong active listening skills with the ability to accurately assess and respond to customer/member interactions Proficiency with Microsoft Word, Excel, PowerPoint, or similar business software Strong written and verbal communication skills Experience working on cross-functional teams and projects Ability to exercise initiative and sound judgment when making decisions Strong ability to provide constructive feedback and recommend performance or process improvements Ability to influence, guide, and collaborate effectively with others