The Role
Lead and manage the Credit Card Quality Assurance team to ensure service quality, regulatory compliance, and operational accuracy. Design QA processes and scorecards, run audits of interactions and transactions, analyze quality metrics, drive continuous improvement, support UAT, and partner with Operations, Compliance, Fraud, and Customer Support to mitigate risk and enhance customer experience.
Summary Generated by Built In
SteerBridge is a modern technology company delivering innovative, mission‑focused solutions to the U.S. Government and private sector. Leveraging deep expertise in federal acquisition, digital transformation, and emerging technologies, we deliver agile, commercial‑grade capabilities that accelerate operational effectiveness and drive measurable mission success.
At the core of SteerBridge is our people—especially the veterans whose leadership, problem‑solving mindset, and commitment to excellence elevate every project we support. We don’t simply hire exceptional talent; we cultivate it, creating meaningful career pathways for veterans, military spouses, and professionals who share our passion for advancing technology and strengthening the missions we serve.
Position Overview:
The Quality Assurance (QA) Lead is responsible for overseeing the quality assurance program across Credit Card Operations, ensuring exceptional customer service, operational accuracy, regulatory compliance, risk mitigation, and other payments operations. This role leads a team of QA Analysts responsible for monitoring customer interactions, operational processes, and transaction activities to ensure adherence to company standards and regulatory requirements.
The QA Lead serves as a strategic partner to Operations, Customer Support, Fraud, Disputes, and Compliance teams by identifying quality trends, driving continuous improvement initiatives, and enhancing the overall customer experience.
This is a hybrid position based in Vienna, VA.
Key Resposibilities:
Quality Assurance Leadership
- Lead, develop, and manage the Payments 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.
- Develop Quality Assurance processes and procedures.
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.
- 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.
- Experience performing E2E using Playwright, Cypress, or Selenium.
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.
- Experience using Jira, GitLab or Azure DevOps.
- Experience with Quality Assurance performing API testing with tools like Postman or Curl.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
SteerBridge is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any other characteristic protected by law.
We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process, we encourage you to reach out so we can support your needs.
Skills Required
- Bachelor's degree or equivalent professional experience
- 5+ years 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
- Experience in consumer banking, card services, or financial institutions
- Knowledge of consumer protection regulations, dispute resolution requirements, and operational risk management
- Experience with Lean, Six Sigma, or Quality Management Systems
- Professional certifications in Quality Assurance, Compliance, or Process Improvement
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The Company
What We Do
SteerBridge is a technology company that provides professional services and solutions to the U.S. Government and Corporate counterparts through a wide array of capabilities and myopic focus on innovative solutions. We leverage decades of federal acquisition and private sector experience to deliver best in class commercial solutions while maximizing Veteran talent to enhance efficiency and surpass expectations. Current & Past Services include: Veteran Relations | Strategic Communications | General Technology Services | Software Engineering | Program Management | Business Process Management | Cybersecurity Professional Services | AI/ML capabilities | Data Management & Analytics.
