Quality Assurance Manager; Service Review Unit), Vice President

The Quality Assurance Manager will lead the Quality program for a large organization processing high-volume, time-sensitive transactions across Morgan Stanley and E
* TRADE channels, including money movement, new account opening, account maintenance, and expense reimbursement. While initially grounded in the Service Review Unit (SRU), this leader will set the vision and strategy for a scalable, consistent Quality sampling and oversight framework designed to expand across Field Services, Home Office, and other business areas.

The role will leverage macro analytics to identify trends, reduce defects, and drive closed-loop remediation across training, technology, and process. The role partners closely with SRU Senior Management and leaders across Field Services, Home Office, and other supported areas to provide daily oversight and continuously improve quality standards. This leader will build on the SRU Quality Improvement Analyst (QIA) model of oversight reporting review, calibration, coaching, and process improvement ownership, adapting the model as needed to support broader and evolving business requirements.

What you’ll do in the role Quality Strategy, Governance & Scalable Sampling Define and execute an enterprise-scalable Quality strategy, including implementation of a single scalable sampling/oversight solution that can support SRU, Field Services, Home Office, and additional lines of business as scope expands.

Establish governance routines and reporting that drive quality, consistency, and compliance with firm and department policies and procedures (including oversight reporting review).Lead and standardize calibration practices to ensure consistent error identification across the QA organization.

Implement risk-based sampling that dynamically reallocates coverage based on defect trends, business changes, and emerging risks to maximize coverage without increasing staffing.

Define QA success metrics and operating dashboards (coverage, leakage, repeat defects, time-to-remediate) and use them to drive weekly/monthly performance routines.

Oversight, Trend Analytics & Risk Mitigation Oversee daily quality oversight activities and outputs, ensuring quality, consistency, and compliance with firm/department policies and procedures.

Use macro analytics to identify systemic trends, emerging risks, and root causes ; translate insights into prioritized action plans and measurable outcomes.

Ensure the Quality program stays current on SEC/FINRA, compliance, firm guidelines, and department policies and procedures, applying that knowledge to support risk mitigation.

Coaching Loop, Training/Tech Gap Closure & Continuous Improvement Drive a closed-loop quality improvement model: identify gaps, implement interventions, and validate sustained improvement.

Partner with Team Managers and Training leadership to develop tailored quality improvement plans; provide direct coaching as needed.

Identify and deliver solutions to improve efficiency and processes within SRU, including recommending where additional sampling is required.

Coaching Loop, Training/Tech Gap Closure & Continuous Improvement Drive a closed-loop quality improvement model: identify gaps, implement interventions, and validate sustained improvement.

Partner with Team Managers and Training leadership to develop tailored quality improvement plans; provide direct coaching as needed.

Identify and deliver solutions to improve efficiency and processes within SRU , including recommending where additional sampling is required.

Leadership, Culture & Multi-Site People Management Lead, develop, and motivate a distributed team across multiple sites/time zones ; build strong morale and accountability in a fast-paced environment.

Set clear performance expectations,…