Quality Assurance Associate IV

Job description

**Job Track Description:** - Performs business support or technical work, using data organizing and coordination skills. - Performs tasks based on established procedures. - In some areas, requires vocational training, certifications, licensures, or equivalent experience. **General Profile** - Proficient in a range of operational processes through prior job-related experiences and trainings. - Completes assignments and guides the work of peers and other team members. - May work cross functionally, in different areas when necessary. - Proposes improvements to processes and methods. - Works within established procedures and practices. **Functional Knowledge** - Has developed skillset in a range of processes, procedures, and systems - Acts as a technical expert in an area. **Business Expertise** - Helps teams to integrate and work together to support the achievement of company goals. **Impact** - Impacts own team and other teams whose work activities are closely. - Impacts the end user for a more efficient and productive experience. **Leadership** - Serves as a team head and may allocate work. - May give subject matter guidance to junior team members. **Problem Solving** - Ability to problem solve and evaluate issues and solutions to provide the best outcome for clients and end users. **Interpersonal Skills** - Exchanges ideas and information effectively. - Empathetic and patient demeaner, showing understanding and compassion for the end user. **Responsibility Statements** - Monitors transactions to ensure compliance against performance standards. - Develops and implements key process improvements. - Develops systematic approaches to assure high-quality services are provided. - Partners with operational team leads on areas of opportunity that have been identified. - Documents performance trends to develop processes and improve overall performance. - Assesses associate performance and delivers coaching based on findings. - Assists with the development of training, QA processes, and process improvement. - Interacts with work leaders, supervisors, and managers. - Reviews work of levels 1, 2, and 3. - Provides feedback and coaching to transaction processing personnel on errors created. - Provides support in creating and reviewing documented SOPs with operations. - Detects, examines, and reports fraudulent activities. - Helps create corrective and preventive action plans (CAPA) for error elimination or minimization. - Conceptualizes, develops, and delivers training modules on process knowledge, auditing techniques, and quality tools. - Performs other duties as assigned - Complies with all policies and standards