Quality Analyst

Role Summary The Performance Quality Analyst is responsible for ensuring high standards of service quality| operational consistency| and risk mitigation within the Institutional Retirement Client Services function at Banner Life. This role focuses on quality assurance| performance monitoring| and data-driven insights to support fair customer outcomes and continuous process improvement.

Key Responsibilities Quality Assurance Control Conduct quality assurance (QA) assessments and control testing in adherence to the companys Quality Framework Evaluate transactions| processes| and service interactions for accuracy| compliance| and consistency

Ensure proper documentation and audit trails are maintained

Performance Monitoring Monitor individual and team performance metrics

Identify trends| process gaps| and risk areas

Develop insights to improve service quality and operational efficiency

Coaching Feedback Provide clear| structured| and constructive feedback to analysts and team members

Partner with managers to deliver coaching sessions and improvement plans

Drive accountability and enhance performance standards

Data Analysis Reporting Analyze customer data| QA results| and performance trends

Prepare and present actionable insights and dashboards for stakeholders

Support decision-making through data-driven recommendations

Continuous Improvement Collaborate with cross-functional teams to identify| test| and implement process improvements

Contribute to process documentation| SOPs| and quality standards

Support initiatives focused on operational excellence and customer outcomes

Compliance Risk Management Ensure adherence to regulatory| compliance| and internal risk standards

Participate in internal and external audits

Identify and escalate potential control gaps and compliance risks

Required Qualifications Experience
510 years of experience in Quality Assurance| Operations| or Risk Control roles

Experience in financial services| insurance| or pensions (preferred)
Education Bachelors degree in Business| Finance| Analytics| or related field

Technical Skills Strong proficiency in data analysis and reporting

Advanced Microsoft Excel skills (pivot tables| formulas| data analysis)

Experience with QA tools| dashboards| or reporting platforms

Understanding of quality frameworks| audit processes| and controls Essential

Skills:

Manual Tester

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.