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Quality Assurance Specialist
1 month ago
This role is responsible for evaluating and analyzing the operations' adherence to policies and procedures, as well as compliance with regulations and risk guidelines within Needham Bank Operations. The key focus is to support the strategy and execution of Operations' processes through the identification of strengths and areas of opportunity, driving efficiencies, compliance, risk reduction, and alignment with department policies and procedures.
The successful candidate will ensure that the management team understands identified problems, has a basis for establishing priority for action, and supplies solutions and plans to systemically address opportunities and priorities. This role will provide data, analysis, and recommendations that, when appropriately actioned, will eliminate errors and dissatisfaction.
The position will support the development and documentation of procedures, job aids, and other support tools that will facilitate the Operations' department success in delivering a superior experience for employees and customers. The role will continuously monitor the output of Operations for consistency and trends.
Key responsibilities include:
- Supporting and executing the documentation of Operations' process flows, policies, and procedures, and evaluating performance measures that meet industry standards for consistency in operational outcomes.
- Supporting the development and ongoing implementation of Operational Excellence initiatives.
- Executing a structured program and methodology for conducting data and process analysis.
- Using analytic techniques to determine the root cause of opportunities to improve the customer experience, adherence to regulations and procedures, and identifying key drivers of process inefficiencies or customer dissatisfaction.
- Recommending and creating job aids that support specialists' ability to deliver to the standard.
- Continuously evaluating and assessing Operations' processes, policies, and procedures for opportunities for improvement.
- Monitoring Operations' consistent delivery to regulations and Needham Bank policies and procedures.
- Identifying opportunities to improve customer, contact handling, and work processes.
- Understanding the bank's Net Promotor Score (NPS) negative and positive drivers.
- Monitoring, evaluating, and coaching to a defined amount of contacts/emails per week and month on the quality of the performance of specialists against the standard.
- Providing effective written and verbal feedback with summaries and analysis on performance reflecting adherence to Operations' processes, policies, and procedures.
- Contributes to Operations by supporting PMO initiatives and project implementations.
- Provides needs analyses and makes recommendations for enhancements and development of training materials.
- Prepares and analyzes internal and external quality reports.
- Coordinates and facilitates process development and analysis sessions.
- Manages multiple priorities with reporting and customer information.
- Performs additional duties as requested, needed, or assigned.
Requirements include:
- Strong and active leadership skills.
- Strong written and verbal communication skills.
- Ability to document procedures and processes.
- Highly self-motivated and experienced in managing multiple tasks.
- Works well independently.
- Ability to analyze and solve problems.
- Solid project management skills.
- Ability to influence performance and provide constructive criticism and positive coaching.
- Ability to work effectively with different personalities and resolve conflicts.
- Superior customer service and problem-solving skills.
- Maintains a professional manner at all times.
- Adapts well to and helps others manage change.
- Strong statistical and analytical skills for both data, root cause, and process flow analysis, with the ability to define and create metrics, reports, tools, and other resources to quantify and analyze results.
- Strong computer and technical skills, Microsoft Visio expertise preferred.
- Must have reliable transportation; must be flexible and able to adapt to new responsibilities or assignments as directed.
- Ability to adhere to Needham Bank's Core Values.
Education and experience requirements include:
- Bachelor's Degree preferred or equivalent experience.
- Minimum of three years banking or process documentation experience highly preferred.
- Experience in documentation development, training, coaching, and influencing teams preferred.
- Knowledge of federal and state regulations and guidelines pertaining to banking preferred.
Working conditions and physical demands include:
- Normal business office environment.
Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee, including fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long-term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.
At NB, we are dedicated to building a diverse, inclusive, and authentic workplace. If you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.
Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.
