Quality Associate Email Monitoring

Join Shared Services Control Management Consumer & Community Banking as a Quality Supervisor leading the Email Monitoring this pivotal role you lead the Email Monitoring team that reviews high volumes of customer-facing emails for adherence to policies procedures and regulatory standards. Bring your leadership and analytical skills to optimize processes communicate actionable insights and deliver results that matter. This role offers visibility to senior leaders cross-functional partnerships and clear pathways for growth.

Job Summary:

As a Quality Supervisor in Control Management you lead a critical quality assurance function that champions independent testing to proactively identify risks and strengthen the control environment. You are the primary liaison with business partners communicating results clearly resolving disputes efficiently managing escalations appropriately and ensuring Service Level Agreements are consistently met. You apply data-driven insights to elevate compliance and operational excellence.

Job Responsibilities:

• Lead mentor and develop a team of quality specialists and analysts to consistently meet production goals and quality standards.
• Oversee the execution and accuracy of quality assurance reviews for outbound emails ensuring complete documentation and audit readiness.
• Analyze data and trends to identify and implement strategic improvements that enhance compliance and efficiency.
• Serve as the primary liaison with business partners to communicate results resolve disputes manage escalations and fulfill Service Level Agreements.
• Prepare and deliver concise executive-ready reporting and quality metrics with actionable recommendations.
• Standardize procedures and refine review criteria to drive consistent repeatable outcomes.
• Promote a culture of accountability transparency and continuous learning through coaching and feedback.

Required Qualifications Capabilities and Skills:

• Bachelors degree or equivalent experience (minimum 3 years) in financial services controls quality assurance audit risk management or compliance.
• Demonstrated leadership abilities including independent decision-making critical thinking and effective team development.
• Exceptional verbal and written communication skills with the ability to convey complex information clearly and concisely.
• Strong interpersonal skills with a proven track record of collaboration conflict resolution and team training.
• Proven ability to manage high-volume detail-oriented workflows prioritize tasks and drive process improvements in a dynamic agile environment.

Preferred Qualifications Capabilities and Skills:

• In-depth knowledge of branch banking operations risk and/or controls.
• Experience in supporting guiding or developing teams with a passion for people management and leadership.
• Proficiency in Excel Microsoft Word and PowerPoint/Pitch Pro; familiarity with SharePoint is a plus.

All application requirements (including updated resume - please include specifics of your career) should be posted submitted and completed in the Oracle tool.