Join our COS – Global Quality Management team to monitor client interactions and provide independent reviews of employee actions and business processes. Bring your expertise in quality assessments to drive remediation and ensure adherence to Standard Operating Procedures. Unlock your potential for career growth and make a significant impact on our quality management strategies.

As a Quality Analyst within COS – Global Quality Management for Solution Center, you will be responsible for monitoring client interactions across all regions and providing independent reviews of employee actions and business processes.

Job Responsibilities:

Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures. Enter quality reviews into ACES for tracking and reporting. Drive remediation of issues by engaging appropriate resources to mitigate risk with urgency. Articulate key findings to Client Operations business partners and senior leaders, escalating issues as needed. Provide feedback on quality performance metrics and regular reporting to the LOB. Collaborate with fellow Quality Analysts to determine best practices. Identify gaps in the audit process and present improvement plans to management. Keep abreast of current regulatory requirements applicable to responsibilities. Develop strong knowledge of operational processes. Participate and/or lead quality-related projects.

Required Qualifications, Capabilities, and Skills:

Ability to execute qualitative and quantitative analysis and draw conclusions. Strong communication and negotiation skills; ability to present findings independently. Ability to review documentation and provide summary overviews and trending analysis. Demonstrate critical thinking skills, solve problems creatively, and meet deadlines. Control-focused to ensure output meets audit requirements. Adaptable, flexible, and able to deal with ambiguity. Strong Excel skills.

Preferred Qualifications, Capabilities, and Skills:

Experience in Financial Services, Risk Management, or Wholesale Payments is a plus. Familiarity with ACES tracking and reporting systems. Experience in quality management or audit processes. Advanced problem-solving and analytical skills. Strong ability to build relationships and influence others to achieve desired outcomes.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.