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