Quality Assurance Analyst, Operations & Service

Job Title

Quality Assurance Analyst, Operations & Service

Hybrid schedule: minimum 4 days per week in the office.

Locations:
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

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

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. The role partners closely with operations leaders to identify gaps, reduce errors, and drive continuous process improvement through data analysis, audits, and actionable insights.

• Preferred:
  Bachelor’s degree
• Required:
  
  High school diploma or equivalent (experience may substitute for a degree)

• 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 experience in quality assurance, operations, compliance, auditing, customer service, process improvement, or financial services environments.
• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) with ability to analyze data, create reports, and communicate findings effectively.
• Excellent verbal and written communication skills, including ability to deliver clear, constructive feedback.
• Demonstrated coaching and feedback skills, influencing positive performance outcomes and supporting employee development.
• Strong organizational, time‑management, and prioritization skills; able to manage multiple assignments and meet deadlines in a fast‑paced environment.
• Attention to detail with ability to identify errors, process gaps, trends, and improvement opportunities.
• Strong analytical, critical thinking, and problem‑solving skills, including investigating root causes and recommending corrective actions.
• Ability to interpret and apply policies, procedures, business requirements, and service standards.
• Proven ability to work independently while maintaining a high degree of accuracy, consistency, and quality.
• Customer‑focused mindset with commitment to delivering high‑quality service and operational excellence.
• Ability to collaborate effectively across teams to drive quality improvements and operational efficiencies.
• Experience tracking performance metrics, quality measures, and trends to support reporting and decision‑making.
• Ability to facilitate or participate in calibration discussions and maintain consistency in quality standards and evaluation practices.
• Familiarity with internal systems such as NetX
  360, Front-End Imaging (FEI), Salesforce, imaging workflow platforms, and other operational systems.
• Knowledge of securities industry regulations, brokerage account operations, and industry best practices.
• Ability to acquire and maintain knowledge of securities industry regulations and brokerage operations.

• 2+ years of experience in quality assurance, quality control,…