Supervisor - Operations Quality Assurance

SUP - OPERATIONS QUALITY ASSURANCE

STATUS: EXEMPT

REPORTS TO: MGR - OPERATIONS QUALITY ASSURANCE

DEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENT

JOB CODE: 11742

PAY RANGE: $93,700.00 - $95,000.00 ANNUALLY

This role supports the Operations Quality Assurance Manager with the development, implementation, and management of Quality Assurance programs focused on overarching policy and regulations that impact all Service Operations. Reviews are conducted to ensure accuracy and completeness with agency and credit union guidelines, as well as regulatory and procedural compliance for safety and soundness. Maintains a thorough understanding of the credit union’s risk philosophy, credit culture and market conditions.

Demonstrates strong understanding of QA management plan requirements, process management skills, and critical thinking abilities. Elevate to a High Performing Team by managing, developing and coaching talent. Own the Risk associated with the department. Execute flawless and efficient processes by owning the process including requirements, systems, execution outcomes, metric and reporting. Cultivate peer relationships.

• Supervise the compliance and review of Service Operations, including but not limited to documentation, data integrity to ensure adherence to applicable federal and state regulations, and credit union policies and procedures. Perform quality control and risk assessments as required to maintain compliance and credit risk management controls.
• Assign workload to Operations Quality Assurance team to achieve daily and monthly production goals without compromising quality of work. Provide training as Subject Matter Expert to Quality Assurance team.
• Present weekly, monthly, Quarterly and Semi Annually Quality Assurance defects to senior management, ensuring discrepancies are investigated, reconciled and tracked. Also, provide error tracking and trend reports to management as well as additional reports by collecting, analyzing, and summarizing information. Produce accurate and reliable information for decision-making.
• Formulate complex monthly Quality Assurance Reports on file reviews that include team Productivity and Scorecards by collecting, analyzing, and summarizing information and produce accurate and reliable information for coaching and decision-making.
• Assist with updating the Quality Assurance policies, procedures and processes in accordance with changes to federal and state regulations, internal policies and procedure. Drive Quality Assurance process improvements to deliver a robust Quality Assurance Plan.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including department practices, procedures. Monitor timely compliance with Federal Reserve Bank, correspondent banks, National Automated Clearing House (NACHA), internal auditing, security, and other rules and regulations that pertain to Payment Operations and Service Operations (example: NACHA rules, Reg E, Reg D, Reg CC, Reg J, Federal Reserve Bank, government agencies including IRS and Franchise Tax Board and general banking rules).
• Monitor and comply with all established security, compliance, internal audit and applicable government policies and recommendations as communicated by Operations Management. Attend regular meetings with supervisors and managers to discuss QA findings, stay informed of revisions to policy and procedures, and make suggestions to drive process improvements.
• Identify, investigate, and respond to requests for information from management and internal departments regarding policies related to Payment Operations and Service Operations. Perform follow-up reviews to determine appropriate action was taken on reported findings and that desired results are achieved.
• Complete a monthly Check the Checker (CTC).
• Responsible in assisting with the on-boarding and training of new staff. Assist the Quality Assurance team as needed. Provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff.
• Coach, develop…