Quality Control Specialist

Role: Quality Control Specialist I
Location: Pensacola, FL, or Winchester, VA ( Hybrid )
Duration: Long Term

Need 1-5 years of experience candidates only

Basic Purpose:
The Quality Control Specialist I is responsible for monitoring, documenting, and evaluating service interactions across multiple channels to ensure compliance with regulatory requirements, industry standards, and internal procedures. This role provides quality control support, delivers actionable feedback, and partners with business unit leadership to drive continuous improvement, operational efficiency, and member satisfaction.

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Responsibilities

• Monitor, document, and evaluate interactions to ensure consistency, compliance, and service quality.
• Provide timely feedback to team members and leadership using standardized tools.
• Recognize positive performance and identify areas of improvement.
• Detect and report potential fraud, abuse, or suspicious activity.
• Identify and escalate training, procedural, and system-related issues.
• Assess the impact of process and procedural changes on member service quality.
• Stay current with changes in quality systems, regulations, and technology trends.
• Recommend and implement improvements that enhance efficiency, reduce costs, and increase effectiveness.
• Participate in quality initiatives and process improvement experiments.
• Analyse quality processes, controls, and trends; recommend updates to align with new standards.
• Develop and maintain strong relationships with technical and non-technical stakeholders.
• Collect and analyse monitoring data to provide actionable insights to leadership.
• Perform other duties as assigned.

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Qualifications

• 2 4 years of relevant quality control, audit, or compliance experience.
• Knowledge of financial services functions, operations, and objectives.
• Familiarity with federal regulations and compliance requirements.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong research, analytical, and problem-solving skills.
• Effective communication skills verbal, written, and interpersonal.
• Strong active listening skills with the ability to respond accurately to inquiries.
• Experience working in cross-functional teams and projects.
• Ability to provide constructive feedback, coaching, and guidance.
• Sound judgment and decision-making skills.
• Ability to train, mentor, and influence peers and less experienced staff.

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Desired Qualifications

• Associate s degree in business, finance, or a related field.
• Experience in supervising or leading staff.
• Experience in staff training and development.

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Bank Secrecy Act (BSA) Compliance

This position requires adherence to all applicable client policies, procedures, and regulatory requirements pertaining to the Bank Secrecy Act (BSA).