About the job

Job Description

Come join the Quality team and be a driving force in ensuring procedures that are tied to compliance and governmental regulations.

We are seeking a candidate to ensure client satisfaction is achieved, through adherence to policies and procedures, by performing quality tests in support of COS and Global Banking, with a primary focus on Treasury and Commercial Card. To be successful as a Quality Analyst, the candidate will need to closely collaborate with key partners throughout multiple departments within the COS organization performing quality assurance activities on multiple processes providing detailed results. This role is ideal for a highly motivated individual with a strong attention to detail; can work in a fast pace, time driven environment; and has effective interpersonal and communication skills. Commercial Card knowledge and experience is preferred. You will also review voice/email interactions and provide coaching of break points identified against documented procedural guidelines.

Job Responsibilities

Measure client experience as well as compliance to business requirements. 

Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines.

Escalate issues requiring immediate intervention or resolution. 

Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.

Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.

Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders.

Coordinate and facilitate meetings/emails to review validation anomalies and trends

Actively evaluate risk items and evidence compliance with key controls

Provide detailed result reporting to management and stakeholders for all quality related activities

Investigate problems and monitor remediation where account errors have been identified

Recognize issues and risks; to promptly initiate action and escalation to management, to minimize financial loss and reputational damage.

Required Qualifications, Capabilities And Skills

Time management and organizational skills 

Excellent verbal and written communication skills

Strong organizational and decision making skills

Strong analytical and problem solving skills 

Ability to quickly adapt and learn new products and technologies 

Ability to work in a fast paced performance driven environment 

Detail-oriented; thorough in review process and able to follow through to resolution

Ability to multi task while working under minimal supervision

Exhibits ability to work effectively in a team environment

Proficient in various desktop and internet based applications 

1+ year customer service experience in a call center environment 

Preferred Qualifications

Bachelor’s degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.

Knowledge on Webstats and Commercial Card industry.

Portuguese and/or Spanish speaking preferred.