Quality Specialist

Join our team as a Quality Specialist and play a key role in maintaining excellence across retail banking operations. You will drive quality assurance, collaborate with business partners, and help implement effective controls to meet regulatory requirements. Leverage your expertise to identify improvements and ensure our services consistently exceed firm standards.

As a Quality Specialist within the Retail Banking Operations team, you ensure timely completion of audits and escalation of defect items for remediation. You maintain quality records, uphold firm standards, and support compliance with regulatory requirements. You collaborate with business partners to implement effective controls and drive continuous improvement.

Job Responsibilities

• Support retail products such as Checking, Savings, Safe Deposit Boxes, Loans, Mortgages, Cards, and Certificates of Deposit.
• Learn and become a subject matter expert in assigned functions and queues.
• Perform quality audits vigilantly on all assigned cases and complete each quality questionnaire appropriately.
• Document identified defects precisely and communicate to partners for timely rectification, following up as needed.
• Maintain quality records and necessary evidence for defects, disputes, and remediations.
• Ensure adherence to firm's quality standards and operational procedures.
• Report suspicious activities on accounts proactively.
• Meet compliance, control, and regulatory expectations consistently.
• Achieve productivity, accuracy, SLT, and time-in-production targets.
• Work independently and collaboratively in a dynamic, challenging environment.
• Escalate exceptions involving deviations from procedures or turnaround times to supervisors or managers.

• Hold a graduate degree, ideally in Commerce with a strong academic record.
• Demonstrate 2 years of experience in retail banking operations.
• Communicate effectively in English, both verbally and in writing.
• Apply knowledge of quality standards, risk, and controls in daily tasks.
• Exhibit strong critical thinking and analytical skills.
• Adapt to various shifts, including night shifts, as per business needs.
• Collaborate and partner effectively within a team environment.

• Research and analyze complex issues to support quality assurance.
• Deliver exceptional customer service and support.
• Manage time, organize work, and follow up on outstanding items efficiently.
• Focus on attention to detail and work accuracy.
• Adjust flexibly to changing priorities and fast-paced business needs.
• Demonstrate initiative and accountability in all responsibilities.
• Utilize proficiency in Microsoft Office Suite and knowledge of U.S. regulatory guidelines for retail b