Quality Assurance Lead

Quality Assurance Leadership

Lead, develop, and manage the Payments Quality Assurance team.

Establish quality standards, scorecards, and evaluation methodologies across customer service and operational functions.

Conduct calibration sessions to ensure consistent application of quality standards and audit criteria.

Provide coaching, feedback, and development opportunities to QA team members.

Develop Quality Assurance processes and procedures.

Quality Systems, Process Design & Customer Experience

Design, document, and continuously improve quality assurance processes, operational workflows, and audit methodologies to enhance service quality, operational efficiency, and regulatory compliance.

Evaluate, select, configure, and optimize quality monitoring, speech analytics, CRM, workflow management, and reporting tools to support quality assurance and operational objectives.

Partner with Operations, Customer Support, Technology, Product, and Training teams to implement process improvements, system enhancements, and customer experience initiatives based on quality findings and operational data.

Develop and maintain quality scorecards, audit criteria, standard operating procedures (SOPs), and knowledge resources to ensure consistency across customer interactions and operational processes.

Participate in User Acceptance Testing (UAT) and quality validation activities for new products, system implementations, process changes, and regulatory updates to ensure readiness and compliance.

Quality Monitoring & Auditing

Oversee audits of customer interactions, account servicing activities, dispute processing, fraud investigations, and operational transactions.

Evaluate compliance with internal policies, procedures, and service standards.

Identify trends, defects, and process breakdowns impacting customer experience or operational performance.

Ensure accurate documentation and reporting of audit findings.

Compliance & Risk Management

Monitor adherence to applicable banking regulations, consumer protection requirements, and company policies.

Partner with Compliance, Risk, Legal, and Operations teams to address quality concerns and mitigate operational risk.

Escalate significant compliance violations, control deficiencies, or customer-impacting issues.

Support internal and external audits as required.

Performance Analysis & Reporting

Analyze quality metrics and operational performance data to identify improvement opportunities.

Develop reports, dashboards, and executive summaries for leadership review.

Track quality trends, root causes, and corrective action effectiveness.

Provide recommendations to improve service quality, accuracy, and compliance outcomes.

Continuous Improvement

Collaborate with Operations, Training, Customer Support, and Product teams to enhance processes and customer experiences.

Recommend updates to procedures, scripts, workflows, and training materials.

Lead quality improvement initiatives that reduce errors, improve compliance, and increase customer satisfaction.

Support implementation of new products, systems, and operational processes from a quality assurance perspective.