Quality Control Officer - Operations Shared Services

Summary

Quality Control in operations ensures a safe, well-controlled environment by independently reviewing controls, verifying transaction accuracy, and reducing risks such as fraud and regulatory violations. The Quality Control Officer oversees internal control testing, identifies deficiencies, and partners with business lines to drive remediation and process improvements. They analyze data for anomalies, maintain documentation, and collaborate with leaders to enhance automation, scalability, and efficiency in a fast-paced, highly regulated setting.

Supervisor Responsibilities

• Interviews, hires, and trains employees
• Plans, assigns, and directs work
• Applies performance appraisals
• Rewards and disciplines employees
• Addresses complaints and resolves problems

Duties and Responsibilities

• Serves as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market
• Affords training and guidance to team members with respect to understanding, processing, and managing the workload
• Affords assistance in the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation, and efficiency
• Collaborates with key leaders and stakeholders and guides change for scalability and automation
• Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams
• Attends meetings and partnership engagements with other business lines of the bank
• Maintains policies, SOX control documentation, risk assessments, and other controls around all assigned areas
• Assists in resolving complex issues within the areas of responsibility
• Assists in the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement
• Assists in maintaining the repository of procedures, processes, job aids, and other critical information for functional areas
• Assists in driving the effective use of technology within functional areas
• Assists in managing to defined customer service level expectations and key vendor processing timelines
• Affords assistance in new initiatives, processes, or products and assists with implementation within functional areas
• Assists in testing and validating operational controls to ensure they are properly designed and functioning
• Collaborates with process owners to understand control processes and identify areas for improvement
• Documents control testing results and maintains accurate records
• Supports the identification and escalation of control deficiencies
• Participates in control monitoring activities and tracks remediation efforts by the operations team
• Assists in preparing reports summarizing control effectiveness for management review
• Completes audits to review for anomalies in data
• Supports audit and regulatory examination activities by providing necessary documentation and explanations
• Works with the Data Governance Team to find issues in the system’s data and collaborates with the business line to correct
• Completes entire process reviews looking for points of failure and recommends improvements
• Acts as the data steward for assigned areas and systems
• Uses technology and tools to enhance control testing and documentation efficiency
• Recommends process improvements and automation opportunities to strengthen control environment