Quality Assurance Analyst, Operations & Service

Osaic Careers

Brokerage Operations Opportunity in Financial Services

Quality Assurance Analyst, Operations & Service

Location(s):

Atlanta: 2300 Windy Ridge Pkwy SE, Suite
750, Atlanta, GA 30339

La Vista: 12325 Port Grace Blvd, La Vista, NE 68128

Oakdale: 7755 3rd St. N, Oakdale, MN 55128

Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255

St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type:
Full-time

Salary: $57,000 - $60,000 per year + annual performance-based bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:
Osaic Benefits.

The Quality Assurance (QA) Analyst, Operations & Service is responsible for evaluating operational processes and employee performance to ensure adherence to established procedures, quality standards, regulatory requirements, and customer experience expectations. This QA Analyst role partners closely with operations leaders to identify gaps, reduce errors, and drive continuous process improvement through data analysis, audits, and actionable insights.

Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of a degree. Minimum of a high school diploma or equivalent is required.

• Conduct quality audits, operational reviews, and process evaluations across assigned functions.
• Monitor transactions, cases, calls, or workflows to assess compliance with policies, procedures, and service standards.
• Score performance using QA frameworks and evaluation tools.
• Identify trends, root causes, drivers of defects, errors, rework, or customer dissatisfaction.
• Document findings and provide clear, actionable feedback to leaders and frontline teams.
• Collaborate with operations, training, compliance, and leadership teams to improve quality outcomes.
• Track quality metrics, KPIs, and performance trends for reports and dashboards.
• Support calibration sessions to ensure consistent quality scoring and standards alignment.
• Recommend and help implement process improvements, controls, and best practices.
• Ensure compliance with regulatory, contractual, and internal audit requirements.
• Participate in change initiatives, pilots, and process redesign efforts.

• 2-3 years of related or transferable experience in quality assurance, operations, compliance, auditing, customer service, process improvement, or financial services environments; financial services experience preferred.
• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint), with the ability to analyze data, create reports, and communicate findings effectively.
• Excellent verbal and written communication skills, including the ability to deliver clear, constructive, and actionable feedback to employees, leaders, and business partners.
• Demonstrated coaching and feedback skills, with the ability to influence positive performance outcomes, reinforce best practices, and support employee development.
• Strong organizational, time management, and prioritization skills with the ability to manage multiple assignments and meet deadlines in a fast-paced environment.
• Demonstrated attention to detail and ability to identify errors, process gaps, trends, and opportunities for improvement.
• Strong analytical, critical thinking, and problem-solving skills, including the ability to investigate root causes and recommend corrective actions.
• Ability to interpret, apply, and monitor adherence to policies, procedures, business requirements, and service standards.
• Proven ability to work…