Quality Assurance Associate IV

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