Analyst I, Quality Management

The Quality Analyst will play a pivotal role in driving quality excellence by monitoring Contact Centers and Backoffice, assessing quality levels, recommending procedural updates and training enhancements, and providing actionable insights through quality reports and feedback to Operations and other departments, ultimately informing a targeted action plan to achieve sustained quality improvement.

Quality Audits and Monitoring Performs daily quality audits for FAM front and back office or with other correspondence. Conducts audits of the production activities of assigned group, e.g., Fraud or dispute investigation (Opened via call, document or falcon to fraud), chargebacks, merchant rebuttals, rejects, etc. Performance Reporting & Insights Prepare and distribute timely and accurate quality monitoring reports, scorecards, and performance dashboards. Analyze audit findings to identify trends, recurring defects, process gaps, and improvement opportunities. Provide actionable recommendations to Operations leaders to improve performance and quality outcomes. Support root cause analysis and corrective action planning activities. Quality Governance & Compliance Monitor adherence to the Quality Audit Plan and ensure completion of scheduled audits. Identify emerging risks and recommend enhancements to quality standards, procedures, and monitoring programs. Ensure consistency, accuracy, and compliance in audit evaluations and reporting. Coaching & Continuous Improvement Partner with Operations leaders to provide meaningful quality feedback and performance coaching insights. Highlight developmental opportunities and recommend targeted training interventions. Support quality improvement initiatives focused on reducing defects, improving customer experience, and strengthening operational controls. Participate in calibration sessions to ensure scoring consistency and alignment across teams. Training & Knowledge Management Assist in updating training materials, standard operating procedures (SOPs), job aids, and quality guidelines. Support training and onboarding activities as needed. Serve as a resource for quality-related questions and process clarification. Stakeholder Collaboration Collaborate with Quality leadership, Operations, Training, and Business partners to drive quality objectives. Support projects and initiatives aimed at enhancing operational effectiveness and customer outcomes. Communicate quality findings, trends, and recommendations clearly to various stakeholder groups. What you Bring Education Bachelor's Degree in Business, Finance, Operations, Quality Management, or a related field preferred. 1–3 years of experience in Quality Assurance, Operations, Customer Service, Fraud, Disputes, Financial Services, Banking, Payments, or a related field preferred. Experience performing quality reviews, audits, or operational evaluations is advantageous. Core Competencies Analytical & Problem-Solving Skills Strong analytical mindset with the ability to identify trends, root causes, and improvement opportunities. Ability to interpret performance data and translate findings into actionable recommendations. Communication Skills Excellent verbal and written communication skills. Ability to present complex information in a clear, concise, and professional manner. Comfortable providing constructive feedback to leaders and associates. Organizational Effectiveness Strong planning, prioritization, and time management capabilities. Ability to manage multiple assignments and meet deadlines in a fast-paced environment. Collaboration & Influence Ability to build positive working relationships across teams and functions. Demonstrated ability to support quality initiatives and influence process improvements.

Intermediate to advanced Microsoft Excel skills. Experience with quality monitoring platforms, reporting tools, or speech analytics solutions. Knowledge of regulatory and compliance requirements relevant