Quality Assurance Lead – Credit Card Operations

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life Insurance
• 401(k) Retirement Plan with matching
• Paid Time Off
• Paid Federal Holidays

Key Responsibilities

Quality Assurance Leadership

• Lead, develop, and manage the Credit Card Quality Assurance team.
• Establish quality standards, scorecards, and evaluation methodologies across customer service and operational functions.
• Conduct calibration sessions to ensure consistent application of quality standards and audit criteria.
• Provide coaching, feedback, and development opportunities to QA team members.

Quality Systems, Process Design & Customer Experience

• Design, document, and continuously improve quality assurance processes, operational workflows, and audit methodologies to enhance service quality, operational efficiency, and regulatory compliance.
• Evaluate, select, configure, and optimize quality monitoring, speech analytics, CRM, workflow management, and reporting tools to support quality assurance and operational objectives.
• Define, review, and optimize Interactive Voice Response (IVR) call flows and scripts to ensure accurate customer routing, consistent messaging, compliance with regulatory requirements, and an improved customer experience.
• Partner with Operations, Customer Support, Technology, Product, and Training teams to implement process improvements, system enhancements, and customer experience initiatives based on quality findings and operational data.
• Develop and maintain quality scorecards, audit criteria, standard operating procedures (SOPs), and knowledge resources to ensure consistency across customer interactions and operational processes.
• Participate in User Acceptance Testing (UAT) and quality validation activities for new products, system implementations, process changes, and regulatory updates to ensure readiness and compliance.

Quality Monitoring & Auditing

• Oversee audits of customer interactions, account servicing activities, dispute processing, fraud investigations, and operational transactions.
• Evaluate compliance with internal policies, procedures, and service standards.
• Identify trends, defects, and process breakdowns impacting customer experience or operational performance.
• Ensure accurate documentation and reporting of audit findings.

Compliance & Risk Management

• Monitor adherence to applicable banking regulations, consumer protection requirements, and company policies.
• Partner with Compliance, Risk, Legal, and Operations teams to address quality concerns and mitigate operational risk.
• Escalate significant compliance violations, control deficiencies, or customer-impacting issues.
• Support internal and external audits as required.

Performance Analysis & Reporting

• Analyze quality metrics and operational performance data to identify improvement opportunities.
• Develop reports, dashboards, and executive summaries for leadership review.
• Track quality trends, root causes, and corrective action effectiveness.
• Provide recommendations to improve service quality, accuracy, and compliance outcomes.

Continuous Improvement

• Collaborate with Operations, Training, Customer Support, and Product teams to enhance processes and customer experiences.
• Recommend updates to procedures, scripts, workflows, and training materials.
• Lead quality improvement initiatives that reduce errors, improve compliance, and increase customer satisfaction.
• Support implementation of new products, systems, and operational processes from a quality assurance perspective.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years of experience in quality assurance, credit card operations, customer service, banking operations, or financial services.
• 2+ years of leadership or supervisory experience.
• Strong understanding of credit card servicing, disputes, fraud operations, billing, payments, and account management.
• Experience conducting audits, quality reviews, and performance evaluations.
• Excellent analytical, communication, and problem-solving skills.
• Proficiency with quality monitoring tools, CRM platforms, and Microsoft Office applications.

Preferred Qualifications

• Experience in consumer banking, card services, or financial institutions.
• Knowledge of consumer protection regulations, dispute resolution requirements, and operational risk management.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Quality Management Systems.
• Professional certifications in Quality Assurance, Compliance, or Process Improvement.