The Quality Assurance Analyst will monitor and analyze data results, compile statistical trending charts, identify potential problems, and recommend corrective actions in support of continuous process improvements to ensure that quality assurance standards and expectations are achieved. This role will develop and maintain Quality Assurance training documentations; and conduct training of new hires and existing staff. Additionally, it will continually analyze, update, and enhance Quality Assurance desk level procedures and Quality Assurance policy and procedures. This role is a part of the Quality Assurance Team and identifies patterns, common errors, and system issues to assist the processing department in reducing risk and improving effectiveness and works with line management, as a service partner, to continuously improve quality. Compiles basic monthly, quarterly, and annual trending charts and analyzes data to identify business solutions regarding non-conformance of products or processes, production quality, root cause analysis, and quality trends that are forwarded to appropriate stakeholders to provide operational and division area feedback that meet business goals in support of process improvement initiatives and projects. Supports the audit investigation and research process with internal departments and external agencies. Performs a thorough in-depth research root cause analysis of quality error results, draws accurate conclusions, and supports the development of adhoc reports as needed to promote error reduction and ascertain where specific process improvements can be made. Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities. Monitors and validates Performance Guarantee results for company Monthly Dashboard reporting. Continually develops, reviews, and updates the training documentation to ensure effectiveness, relevancy, consistency, and accuracy. Conducts the orientation, training, cross-training, and refresher training of new subordinates and existing staff, familiarizing them with job responsibilities and process changes within the area to enhance team performance. Coordinates and prepares the development and updates of the Quality Management Desk Level Procedures and QA Policies and Procedures. Assists to resolve escalated arbitration appeals/disputes received from operational and divisional line areas. Supports the Quality Assurance Senior Analyst regularly and assists the Quality Assurance Specialist workload as needed during times of heavy volume and peak periods.
