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