Quality Assurance Analyst

Job Title: Quality Assurance Analyst

Position Summary

The Quality Assurance Analyst is responsible for overseeing quality assurance, compliance monitoring, regulatory deadline management, and operational control testing within Fraud Prevention and Payment Operations. This position serves as the primary owner of quality reviews related to Regulation E, complaint investigations, customer communications, claims processing, and other consumer compliance requirements.

The role is responsible for identifying compliance risks, validating adherence to regulatory timelines, performing quality control reviews, monitoring corrective actions, supporting audits and examinations, and ensuring operational activities are executed in accordance with internal policies and applicable banking regulations. The individual will work closely with Fraud Prevention, Payment Operations, Compliance, Audit, Risk Management, and business partners to create a proactive control environment that minimizes regulatory risk and operational losses.

Primary Duties and Responsibilities

Quality Assurance and Control Oversight

• Develop and administer a formal Quality Assurance program for Fraud Prevention and Payment Operations.
• Perform ongoing quality reviews of Regulation E and Non-Regulation E claims.
• Review customer correspondence, provisional credit notices, final resolution letters, and case documentation for accuracy and regulatory compliance.
• Conduct quality control testing of operational processes, workflows, and controls.
• Design and maintain quality scorecards and reporting metrics.
• Monitor trends, identify errors, and recommend process improvements.
• Validate corrective actions and remediation efforts.

Regulation E Compliance Monitoring

• Monitor all Regulation E claims to ensure compliance with required customer notification, investigation, provisional credit, and resolution timelines.
• Perform daily and weekly reviews of pending claims and approaching deadlines.
• Escalate overdue items or emerging compliance risks to management.
• Validate regulatory classification of claims and customer communications.
• Ensure required documentation and evidence are retained in accordance with policy.
• Support compliance monitoring reviews and regulatory examinations.

Qualifications

Required

• Bachelor's degree in Accounting, Finance, or a related field.
• Background in auditing with experience at a Big 4 firm (e.g., PwC) or in bank auditing.
• Solid accounting background and working knowledge of internal controls.
• Familiarity with banking regulations, including Regulation E and consumer compliance requirements.
• Experience supporting audits and regulatory examinations.
• Strong analytical skills, attention to detail, and ability to manage multiple deadlines.
• Bilingual: fluent in English and Spanish written and verbal.

Preferred

• Prior experience in Fraud Prevention, Payment Operations, or Compliance within a financial institution.
• Experience with quality assurance programs, scorecards, and process improvement initiatives.

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.