Review transactions for accuracy, completeness and adherence to company policies and procedures.
Define, quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction work types.
Provide feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.
Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.

Post-secondary education or high school diploma and equivalent business experience
24 months+ of specific business product/service experience
Excellent communication skills
Comprehensive knowledge of products
Understands interrelationships between all processing systems
Strong analytical and problem resolution skills
Able to interpret customer service needs and effective presentation skills and reporting capabilities

Quality Analyst

Key skills