The Role
We are seeking a detail-oriented Customer Support Quality Control Analyst to join our Quality Management team. This role is critical in ensuring our Customer Support operations maintain the highest standards of quality, regulatory compliance, and operational excellence.
The successful candidate will conduct systematic quality control reviews of Customer Support processes, create comprehensive assessment frameworks, and partner with operations leaders to drive continuous improvement. This position requires strong analytical capabilities, regulatory knowledge, and the ability to translate complex findings into actionable recommendations for stakeholders across the organization.
This role is part of the Strategic Governance team within Quality Management, responsible for driving the strategy, controls, intake processes, program management, and prioritization of initiatives across the entire quality control program.
You Will
Quality Control Reviews & Analysis
- Conduct comprehensive, risk-based quality control reviews of Customer Support processes using established Tickmark Legends and Workbooks
- Perform statistical sampling analysis to ensure reviews meet confidence intervals for statistically defensible samples and assessment
- Review samples per assessment, analyzing adherence to internal procedures and regulatory requirements
- Utilize Snowflake data repository to retrieve and analyze operational data for quality assessments
Regulatory & Compliance Management
- Ensure Customer Support operations comply with regulatory standards including CFPB guidelines and Reg-E requirements
- Liaise with regulatory and compliance teams to stay current on evolving requirements
- Validate process adherence to external regulations and internal policy documentation
- Support internal and external audits related to Customer Operations
Documentation & Framework Development
- Create and maintain Tickmark Legends that serve as review frameworks for operational processes
- Develop standardized Workbooks for systematic quality assessments
- Build stakeholder questionnaires and intake processes for quality control requests
- Maintain comprehensive documentation of quality control procedures and findings
Reporting & Stakeholder Management
- Compile detailed Report Summaries with accuracy metrics, defect analysis, and actionable recommendations
- Present findings to senior leadership and cross-functional teams through written reports and verbal presentations
- Collaborate with Operations Support Analysts, Group Leads, and business owners to implement improvements
- Manage stakeholder alignment meetings to discuss gaps and recommendations
- Track implementation of quality control recommendations through completion
Process Improvement & Program Management
- Proactively identify operational, tooling, agent, and work instruction deficiencies
- Analyze trends and patterns to recommend scalable process improvements
- Contribute to the enhancement and maintenance of the Quality Management Program
- Support the QC roadmap planning process in partnership with Risk Operations leadership
- Maintain target accuracy rates of 90% across all quality control assessments
You Have
- 3+ years of experience in quality management, quality control, process improvement, or regulatory compliance
- Strong analytical and problem-solving skills with proven ability to drive scalable solutions
- Experience conducting systematic reviews and audits with statistical sampling methodologies
- Knowledge of regulatory requirements in financial services, particularly consumer protection regulations
- Excellent written and verbal communication skills with ability to present complex findings to diverse audiences
- Demonstrated experience working with cross-functional teams and managing stakeholder relationships
- Strong attention to detail and commitment to accuracy in ambiguous or complex situations
- Self-directed and highly motivated approach with ability to thrive in collaborative environments
- Innovative thinking that contributes new ideas supporting team and business growth
- Ability to navigate complex regulatory requirements and translate them into operational guidance
- Strong organizational skills to manage multiple quality control reviews simultaneously
- Commitment to continuous learning and staying current with industry trends and regulatory changes
Preferred Qualifications
- Experience in financial services Customer Support or Risk Operations
- Knowledge of Consumer Financial Protection Bureau (CFPB) regulations and guidance
- Certification in quality control, risk management, Six Sigma, or related discipline
- Background in process documentation and standard operating procedure development
Technologies We Use and Teach
- Proficiency in Google Workspace (Sheets, Forms, Docs) for data analysis and documentation
- Experience with statistical sampling and sample size calculation tools
- Familiarity with JIRA
- Advanced Excel/Google Sheets
- skills including complex formulas and data analysis functions
