Quality Assurance Lead SDET

Position Overview:

TheQuality Assurance (QA) Lead is responsible for overseeing the quality assurance program across Credit Card Operations ensuring exceptional customer service operational accuracy regulatory compliance risk mitigation and other payments operations. This role leads a team of QA Analysts responsible for monitoring customer interactions operational processes and transaction activities to ensure adherence to company standards and regulatory requirements.

The QA Lead serves as a strategic partner to Operations Customer Support Fraud Disputes and Compliance teams by identifying quality trends driving continuous improvement initiatives and enhancing the overall customer experience.

This is a hybrid position based in Vienna VA.

Key Responsibilities:

Quality Assurance Leadership

• Lead develop and manage the Payments Quality Assurance team.
• Establish quality standards scorecards and evaluation methodologies across customer service and operational functions.
• Conduct calibration sessions to ensure consistent application of quality standards and audit criteria.
• Provide coaching feedback and development opportunities to QA team members.
• Develop Quality Assurance processes and procedures.

Quality Systems Process Design & Customer Experience

• Design document and continuously improve quality assurance processes operational workflows and audit methodologies to enhance service quality operational efficiency and regulatory compliance.
• Evaluate select configure and optimize quality monitoring speech analytics CRM workflow management and reporting tools to support quality assurance and operational objectives.
• Partner with Operations Customer Support Technology Product and Training teams to implement process improvements system enhancements and customer experience initiatives based on quality findings and operational data.
• Develop and maintain quality scorecards audit criteria standard operating procedures (SOPs) and knowledge resources to ensure consistency across customer interactions and operational processes.
• Participate in User Acceptance Testing (UAT) and quality validation activities for new products system implementations process changes and regulatory updates to ensure readiness and compliance.

Quality Monitoring & Auditing

• Oversee audits of customer interactions account servicing activities dispute processing fraud investigations and operational transactions.
• Evaluate compliance with internal policies procedures and service standards.
• Identify trends defects and process breakdowns impacting customer experience or operational performance.
• Ensure accurate documentation and reporting of audit findings.

Compliance & Risk Management

• Monitor adherence to applicable banking regulations consumer protection requirements and company policies.
• Partner with Compliance Risk Legal and Operations teams to address quality concerns and mitigate operational risk.
• Escalate significant compliance violations control deficiencies or customer-impacting issues.
• Support internal and external audits as required.

Performance Analysis & Reporting

• Analyze quality metrics and operational performance data to identify improvement opportunities.
• Develop reports dashboards and executive summaries for leadership review.
• Track quality trends root causes and corrective action effectiveness.
• Provide recommendations to improve service quality accuracy and compliance outcomes.

Continuous Improvement

• Collaborate with Operations Training Customer Support and Product teams to enhance processes and customer experiences.
• Recommend updates to procedures scripts workflows and training materials.
• Lead quality improvement initiatives that reduce errors improve compliance and increase customer satisfaction.
• Support implementation of new products systems and operational processes from a quality assurance perspective.