Associate, Quality Assurance

When you join Sallie Mae, you become a champion for all students. We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique.

They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way. We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter.

It’s where you’re empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

The Associate, Vendor Quality Assurance is responsible for supporting the organization’s third‑party vendor oversight program through quality reviews, monitoring activities, risk assessments, and reporting. This role helps ensure vendors operate in accordance with regulatory requirements, internal policies, contractual obligations, and organization‑wide standards while delivering consistent, high-quality service and customer outcomes. The Associate will conduct quality reviews of vendor interactions, identify potential compliance and operational risks, support remediation efforts, and provide actionable insights to business partners and vendor management teams.

This role serves as a key contributor to the ongoing monitoring and continuous improvement of vendor performance and quality controls.

Conduct quality reviews of vendor customer interactions, correspondence, account servicing activities, and operational processes. Monitor vendor adherence to regulatory requirements, company policies, and contractual obligations. Evaluate customer communications to ensure appropriate disclosures, customer treatment, and compliance standards are met. Perform targeted reviews based on identified risk indicators, trends, complaints, audit findings, or business priorities. Document quality findings, identify root causes, and communicate observations to leadership and business partners.

Support vendor due diligence and ongoing monitoring activities by collecting, reviewing, and validating required documentation. Analyze vendor performance data and quality results to identify trends, emerging risks, and opportunities for improvement. Prepare routine reporting and dashboards on vendor quality, compliance performance, and monitoring results. Partner with Vendor Management, Compliance, Legal, Risk, Operations, and other business stakeholders to support effective vendor oversight.

Participate in vendor calibrations, business reviews, and governance meetings as needed. Perform transaction testing, account reviews, and quality control activities to validate vendor processes and controls. Recommend process improvements that enhance quality, strengthen controls, and improve…