Quality Analyst

Help shape a stronger customer experience by joining a team focused on operational excellence and continuous improvement. You will turn quality insights into practical actions that improve outcomes and strengthen controls. Work closely with partners across the organization, share what you learn, and help teams perform at their best. If you enjoy problem-solving, data-driven decisions, and making work simpler and safer, this role offers meaningful impact and growth.

Job summary

As a Quality Analyst in the Quality Team, you will deliver quality reviews and actionable insights that improve the customer and partner experience. You will help strengthen controls by identifying themes, gaps, and opportunities for process improvement. You will collaborate with stakeholders to support coaching and feedback, enable consistent quality standards, and contribute to effective quality assurance initiatives.

Job responsibilities

- Drive process and procedural efficiencies to support business objectives
- Improve the control environment through effective quality assurance practices
- Produce meaningful data and reports to support coaching, feedback, and performance management
- Perform quality reviews across complex, multiple workstreams
- Manage quality activities for projects within schedule and budget expectations
- Facilitate and participate in meetings as a quality representative or subject matter resource
- Conduct calibration sessions and serve as an escalation channel for quality issues
- Review project documentation and deliver required quality artifacts
- Validate testing coverage and requirements traceability
- Communicate quality results, trends, and analysis to stakeholders on a regular cadence
- Collaborate with stakeholders to resolve control gaps and support effective dispute resolution

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Required qualifications, capabilities and skills

- Bachelor’s degree or equivalent practical experience
- 3 years of experience in a quality management or quality assurance program
- Proficiency in Microsoft Office (Word, Excel, Access, Outlook)
- Experience identifying, documenting, and categorizing regulatory complaint and conduct risk indicators (for example: Unfair, Deceptive, or Abusive Acts or Practices; Servicemembers Civil Relief Act; Military Lending Act; Americans with Disabilities Act; elder or vulnerable-person concerns; discrimination)
- Ability to analyze evidence, apply critical thinking, and make objective decisions aligned to documented standards
- Ability to communicate clearly in writing and verbally, including summarizing findings for stakeholders

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Preferred qualifications, capabilities and skills

- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
- Experience using analytics, documentation, and workflow tools (for example: Alteryx, SharePoint, Confluence, Jira)
- Ability to learn and navigate multiple operational systems and processes across business areas