Posted:3 days ago|
Platform:
On-site
Full Time
The Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and ensuring the quality of processes and outputs within the organization. The QA Specialist will work closely with various teams to enhance performance, reduce errors, and improve overall efficiency
Responsibilities
In this role you will be responsible for ensuring that the team meets established quality standards, providing feedback and coaching to improve individual and team performance, and maintaining compliance with company policies and procedures.
Monitoring and Auditing back office processes (financial, non-financial, data maintenance transactions) to assess information requested is processed correctly keeping adherence to processes, and compliance requirements in line with IRS/ERISA guidelines
Collaborate with training and operations teams to identify performance gaps and recommend improvement initiatives
Track and report on quality trends and key performance indicators (KPIs) regularly
Identify trends, gaps (RCAs) and areas of improvement in the back-office operations on client processes
Ensure compliance with regulatory and industry standards, including data protection and customer privacy
Analyze data to identify patterns and recommend process improvements to enhance overall service quality
Report interactions which does not comply with company policies, regulatory requirements, and industry standards.
Update and maintain QA documentation, including evaluation forms and quality checklists/SOPs
Participate in regular calibration sessions to ensure consistency in quality evaluation across the team and put process controls
Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in business, communication or a related field is preferred.
Preferred Qualifications/ Skills
Experience in US Retirement management specialized in Defined Contributions/401k plans, money out profile and QA role experience (preferred)
Basic understanding on IRS, ERISA, DOL guidelines to Defined Contributions/401k plans
Strong analytical skills with a focus on data-driven decision-making
Attention to detail and the ability to manage multiple tasks effectively
Problem-solving skills and a proactive approach to identifying and resolving issues
Customer/Participant-focused mindset with a commitment to enhancing service delivery
Proficiency in QA methods and tools, with the ability to quickly learn new systems
Ability to work independently and as part of a team
Strong organizational skills with a focus on accuracy and efficiency
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