Supervisor - Operations Quality Assurance

TITLE: SUP - OPERATIONS QUALITY ASSURANCE
STATUS: EXEMPT
REPORTS TO: MGR - OPERATIONS QUALITY ASSURANCE
DEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENT
JOB CODE: 11742

PAY RANGE: $92,300.00 - $95,000.00 ANNUALLY

GENERAL DESCRIPTION:

This role supports the Operations Quality Assurance Manager with the development, implementation, and management of Quality Assurance programs focused on overarching policy and regulations that impact all Service Operations.  Reviews are conducted to ensure accuracy and completeness with agency and credit union guidelines, as well as regulatory and procedural compliance for safety and soundness. Maintains a thorough understanding of the credit union’s risk philosophy, credit culture and market conditions. Demonstrates strong understanding of QA management plan requirements, process management skills, and critical thinking abilities. Elevate to a High Performing Team by managing, developing and coaching talent. Own the Risk associated with the department.  Execute Flawless and Efficient Processes by owning the process including requirements, systems, execution outcomes, metric and reporting. Cultivate Peer relationships.

TASKS, DUTIES, FUNCTIONS:

1. Supervise the compliance and review of Service Operations, including but not limited to documentation, data integrity to ensure adherence to applicable federal and state regulations, and credit union policies and procedures.  Perform quality control and risk assessments as required to maintain compliance and credit risk management controls.
2. Assign workload to Operations Quality Assurance team to achieve daily and monthly production goals without compromising quality of work. Provide training as Subject Matter Expert to Quality Assurance team.
3. Present weekly, monthly, Quarterly and Semi Annually Quality Assurance defects to senior management, ensuring discrepancies are investigated, reconciled and tracked. Also, provide error tracking and trend reports to management as well as additional reports by collecting, analyzing, and summarizing information. Produce accurate and reliable information for decision-making.
4. Formulate complex monthly Quality Assurance Reports on file reviews that include team Productivity and Scorecards by collecting, analyzing, and summarizing information and produce accurate and reliable information for coaching and decision-making.
5. Assist with updating the Quality Assurance policies, procedures and processes in accordance with changes to federal and state regulations, internal policies and procedure. Drive Quality Assurance process improvements to deliver a robust Quality Assurance Plan.
6. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including department practices, procedures.  Monitor timely compliance with Federal Reserve Bank, correspondent banks, National Automated Clearing House (NACHA), internal auditing, security, and other rules and regulations that pertain to Payment Operations and Service Operations (example: NACHA rules, Reg E, Reg D, Reg CC, Reg J, Federal Reserve Bank, government agencies including IRS and Franchise Tax Board and general banking rules)..
7. Monitor and comply with all established security, compliance, internal audit and applicable government policies and recommendations as communicated by Operations Management.  Attend regular meetings with supervisors and managers to discuss QA findings, stay informed of revisions to policy and procedures, and make suggestions to drive process improvements.
8. Identify, investigate, and respond to requests for information from management and internal departments regarding policies related to Payment Operations and Service Operations.  Perform follow-up reviews to determine appropriate action was taken on reported findings and that desired results are achieved.
9. Complete a monthly Check the Checker (CTC).
10. Responsible in assisting with the on-boarding and training of new staff.  Assist the Quality Assurance team as needed.  Provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff.
11. Coach, develop and proactively manage performance reviews while creating a motivating team environment.  Analyze, determine, and communicate staffing needs to Quality Assurance Manager.
12. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
13. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
14. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to interact with credit union staff and management and to perform constructive follow up on member loan requests, inquiries, and concerns.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Credit union management and all levels of staff.
2. EXTERNAL: Members, peers at other financial institutions, vendors, insurance companies.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in business, Finance, or equivalent work experience in a related field preferred.
2. EXPERIENCE: 3 years or more of supervisory experience.
3. KNOWLEDGE / SKILLS:
   1. Keeps abreast of established Card and Lending regulations and compliance, and Credit Union rules, regulations, policies, and practices. 
   2. CUCE Certification preferred.
   3. Maintain and keep current knowledge of all regulations outlined in job description, general understanding of both direct and indirect credit union lending policies.
   4. Leadership skills with an ability to motivate and develop staff.  
   5. Proven ability to meet and/or exceed individual and team goals.
   6. Strong problem solving, credit union operations and organizational skills with the ability to present information logically.
   7. Ability to communicate at a management level (oral and written) and work well with others in a dynamic team environment.
   8. Ability to multi-task effectively and meet deadlines with limited supervision.
   9. Demonstrated ability to think critically and analyze and communicate complex information to all levels of management and staff.  
   10. Proficiency in Microsoft Word, Excel, and PowerPoint as well as Adobe Acrobat Pro and SharePoint).
   11. Must work well in a fast paced and flexible production-oriented department.

 PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Minimal local and statewide travel by car or public conveyance to attend meetings.
5. Unusually long work hours may be required to accomplish tasks.

LICENSES / CERTIFICATIONS:

None

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 7/22/2025