Quality Assurance Advisor - Mid Level

About the role

The Quality Assurance Advisor - Mid Level role supports business operations by driving consistency, efficiency, and effectiveness across training and quality processes. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL.

Responsibilities

• Supports business operations by driving consistency, efficiency, and effectiveness across training and quality processes.
• Develops and delivers quality programs and activities that support compliance, emerging business efforts, and strategic objectives across the line of business (LOB)/function.
• Serves as a trusted advisor within and across teams, resolving moderately complex issues and influencing decisions through data-driven insights.
• Conducts analysis using technology and data tools to identify trends, root causes, and strategic opportunities.
• Maintains performance measurement frameworks, incorporating leading and lagging indicators.
• Makes informed risk decisions, balancing data, business context, and long-term strategy.
• Develops and delivers materials and activities that support quality standards, compliance, and business strategies to include delivering insights and recommendations with clarity and impact, adapting messaging to diverse audiences through effective storytelling and data visualization.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 4 years progressive operations or process experience in the financial services, insurance, or relevant industry.
• Quality assurance/control, or quality improvement experience identifying problems/trends and developing and recommending solutions for business issues.
• Demonstrated critical thinking experience influencing through subject matter expertise.
• Intermediate knowledge of quality assurance analytical methods and tools with demonstrated experience analyzing large, complex, data sets to formulate solutions for business issues.
• Demonstrated communication skills with experience developing and delivering presentations for stakeholders.

Qualifications

• Familiarity with Gridspace and engage or similar call listening platform.
• Critical Thinking: Ability to objectively analyze information, identify logical connections, and evaluate arguments.
• Data Analysis: Proficiency in collecting, interpreting, and drawing conclusions from data. This includes identifying trends, anomalies, and patterns.
• Root Cause Identification Methodologies: Familiarity with and ability to apply structured RCA techniques such as the 5 Whys, Fishbone diagrams (Ishikawa), Pareto analysis, etc.
• Facilitation Skills: Ability to guide discussions, manage group dynamics, and ensure productive meetings, especially when leading RCA sessions.
• Familiarity with Complaint Handling Processes: Understanding of how complaints are managed within the organization.

Skills

• Intermediate knowledge of quality assurance analytical methods and tools with demonstrated experience analyzing large, complex, data sets to formulate solutions for business issues.
• Ability to objectively analyze information, identify logical connections, and evaluate arguments.
• Proficiency in collecting, interpreting, and drawing conclusions from data. This includes identifying trends, anomalies, and patterns.
• Structured RCA techniques such as the 5 Whys, Fishbone diagrams (Ishikawa), Pareto analysis, etc.
• Ability to guide discussions, manage group dynamics, and ensure productive meetings, especially when leading RCA sessions.
• Understanding of how complaints are managed within the organization.

Benefits

• Comprehensive medical, dental and vision plans.
• 401(k).
• Pension.
• Life insurance.
• Parental benefits.
• Adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Variety of wellness programs.
• Career path planning and continuing education.

Pay

The salary range for this position is: $69,920- $133,620.

Schedule

This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL.