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Quality Assurance Specialist

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  • Company: HiOperator
  • Posted: 10/24/2021
  • Location: Buffalo, NY
  • Category: Customer Support

Description


TheĀ Quality Assurance SpecialistĀ is responsible for conducting audits and quality assurance checks for the bank/fraud department to ensure that all standards are being met and operating procedures are being followed to meet client needs. This role also acts as a liaison between the client quality assurance department and Customer Happiness Engineers to deliver new or changing information.

ESSENTIAL RESPONSIBILITIES AND DUTIES

  • Compliance & Quality Assurance
  • Interpret, review, and track HiOperator submissions in compliance with quality assurance standards
  • Achieve all QA key performance metrics
  • Use knowledge of Reg E, Reg Z, and Reg P to facilitate program-wide compliance
  • Document quality assurance activities with internal reporting and audits
  • Perform daily quality assurance and compliance checks to ensure that all errors are being caught in a timely manner and work to fix and address
  • Conduct Scan ID review for new client bank accounts
  • Execute projects and meet all deadlines, as assigned by Account Manager
  • Training & Change Management
  • Act as depository and clearing house for change management
  • Work with Account Manager to research, analyze, review and create recommendations for training and development materials to ensure company-wide compliance
  • Collaborate with the Shift Leads and Trainers to facilitate knowledge sharing, process updates, and identify any trends
  • Liaise between the floor and the external QA team to identify and rectify any error trends or knowledge gaps

PERFORMANCE MEASURES:

  • QA 20 cases daily and 100 cases weekly for production
  • QA for nesting CHEs per the Nesting SOP
  • Production
  • 0% compliance errors
  • 95% correct decision accuracy
  • 95% overall QA

VALUES:

  • Empathy
  • Accountability
  • Accuracy
  • Urgency
  • Authenticity

Job Requirements


  • High School Diploma, required
  • Secondary education or previous experience in quality assurance, preferred
  • Interpersonal Skills:
  • Ability to communicate professionally, verbally, and in writing, to all employees in the company
  • Ability to accurately describe and explain identified errors and train employees to better understand the process
  • Technical Know-How:
  • Proficient with Google Suite, Apple Macbooks, and general technical ability
  • Familiarity with Zendesk is a plus
  • Other Requirements:
  • Previous banking experience is preferred

ADA REQUIREMENTS:

Environment (office or other):
This position operates in an office environment with standard light and noise volume. Must be able to remain in a stationary position for 75% of the time. Constantly operates a computer, mobile device or other office equipment.
Equipment Operated:

Computer, Phone.
Lifting:

Occasional ability to lift up to 10lbs if necessary
Sitting:

Must be able to remain in a sitting position for 75% of the time.
Stationary or Walking:

Stationary for 85% of the time

BENEFITS:All hires will be eligible for health benefits after one full calendar month of full-time employment.

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