Risk & Monitoring Analyst III

Complete weekly QA audit allocations in line with established procedures and grading standards, providing detailed documentation of errors identified and their root causes.

Conduct root cause analyses and deep dives into operational procedures to identify recurring themes, knowledge gaps, and opportunities to improve team performance.

Partner with stakeholders across CX, Compliance, Analytics, and L&D to close process gaps, launch workflow improvements, and enhance QA rubrics and frameworks.

Build and present QA insights, recommendations, and performance metrics to Client Service Management and Complaints leadership, using data to drive prioritization and decision-making.

Demonstrated ability to execute root cause analyses and translate QA findings into actionable process improvements adopted by operations teams.

Proven track record of partnering with cross-functional teams globally to implement process improvements and deliver work outcomes that meet quality and timeline standards.

Experience building QA dashboards, trend reports, and presentations using Google Sheets and Slides (or equivalent tools) to communicate findings to senior stakeholders.

Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.