DescriptionJoin the Mystery Shop Team who reviews interactions with our Card Partners, Branch Bankers and Community Managers to ensure accuracy of information provided to Mystery Shoppers.
As a Quality Analyst in Consumer & Community Bankins you will function as a liaison with the mystery shop vendor to ensure calibration on shop requirements and is the primary point of contact for LOB relationship, product and channel managers. This requires subject matter expertise with the ability to draw inferences, identify root cause, and make recommendations for process improvement. The Quality Analyst will also be responsible for supporting management and team with reporting deliverables.
Job Responsibilities:
- Performs detailed validation test work for QA purposes & follows documented quality policies & procedure
- Works independently to execute mystery shop assignments and potentially other adhoc project support
- Ensures the program is executed timely, consistent with all Controls’ requirements
- Executes consistent, efficient interaction monitoring of adherence to regulations, policies, and procedures via the mystery shop program.
- Ensures the highest data quality by preforming back-end audits and reporting tracking discrepancies with vendor
- Executes consistent, actionable identification of and action on gaps and opportunities
- Manages and handle dispute/inquiries on Mystery Shops
Required qualifications, capabilities, and skills:
- Self-motivated with the ability to prioritize and manage multiple tasks simultaneously
- Detail-oriented
- Issue resolution and problem-solving skills
- Excellent written and oral communication
- Solid interpersonal, communication, and collaboration skills with a demonstrated ability to interact with senior management
- Ability to evaluate and analyze data from multiple sources
- High degree of professionalism, self-motivation, and sense of urgency
Preferred Qualifications, Capabilities, and skills
- Ability to present clear and concise reporting results via Tableau
- Ability to strategize improvements for Mystery Shop Programs looking through multiple lenses to ensure a holistic view