girl looking into her desktop
Back to search results

Business Control Specialist

Phoenix, Arizona;

Job Description:

Responsible for performing quality audits and/or reviewing evaluations on closed cases and monitoring of in-bound and/or outbound calls. Ability to analyze and understand data and translate into coaching by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with policies, standards and procedures established by the Enterprise and the Regulatory Complaints Organization and impacts to quality scoring. Identify trends, escalate problems, and take action. Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities to ensure process/scoring consistency. Share best practices. Interacts with a range of roles and is comfortable being a follower, leader, teammate and/or trainer as needed. Adapts quickly to new demands and challenges. 


Position Summary:
Perform an independent post-close quality case review of Regulatory Complaint Operations closed cases to ensure adherence to applicable Regulatory Complaints, Complaint Handling and Call-Monitoring policies, standards, and procedures.


Analyze quality results to proactively identify trends and underlying areas require attention or deep dives

Required: 
•    Extensive Card/Deposit product knowledge
•    Prior work experience within Regulatory Complaints
•    Subject Matter Expert with 2-5 years of QA experience
•    Excellent knowledge of various laws, rules and regulations
•    Excellent verbal and written communication skills
•    Ability to work independently, supporting a team of leaders and adjusting priorities as necessary
•    Demonstrates the ability to effectively partner with peers and leaders, and the ability to build rapport with associates across multiple teams

Desired Skills:
•    Prior Quality Analyst experience within Regulatory Complaints
•    Intermediate/Advanced Microsoft Excel experience.
•    Intermediate/Advanced Microsoft PowerPoint experience.
•    Experience in trend/root cause analysis

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Responsible for performing quality audits and/or reviewing evaluations on closed cases and monitoring of in-bound and/or outbound calls. Ability to analyze and understand data and translate into coaching by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with policies, standards and procedures established by the Enterprise and the Regulatory Complaints Organization and impacts to quality scoring. Identify trends, escalate problems, and take action. Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities to ensure process/scoring consistency. Share best practices. Interacts with a range of roles and is comfortable being a follower, leader, teammate and/or trainer as needed. Adapts quickly to new demands and challenges. 


Position Summary:
Perform an independent post-close quality case review of Regulatory Complaint Operations closed cases to ensure adherence to applicable Regulatory Complaints, Complaint Handling and Call-Monitoring policies, standards, and procedures.


Analyze quality results to proactively identify trends and underlying areas require attention or deep dives

Required: 
•    Extensive Card/Deposit product knowledge
•    Prior work experience within Regulatory Complaints
•    Subject Matter Expert with 2-5 years of QA experience
•    Excellent knowledge of various laws, rules and regulations
•    Excellent verbal and written communication skills
•    Ability to work independently, supporting a team of leaders and adjusting priorities as necessary
•    Demonstrates the ability to effectively partner with peers and leaders, and the ability to build rapport with associates across multiple teams

Desired Skills:
•    Prior Quality Analyst experience within Regulatory Complaints
•    Intermediate/Advanced Microsoft Excel experience.
•    Intermediate/Advanced Microsoft PowerPoint experience.
•    Experience in trend/root cause analysis

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22046757

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kayla Fimple

Referral Bonus:

0