Risk & Monitoring Analyst III

Описание

This role involves completing weekly QA audits, conducting root cause analysis, and partnering with various stakeholders to improve operational procedures and team performance.

Responsibilities

• 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 analysis and deep dives into operational procedures to identify recurring themes, knowledge gaps, and opportunities to upskill team performance across the Complaints function
• Partner with stakeholders across CX, Compliance, Data 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
• Deliver impact analysis and project execution on process improvement initiatives, ensuring outcomes are documented and scalable across the function

Requirements

• 4+ years of hands-on experience in Complaints support, Quality Assurance, or Compliance Testing programs within financial services, with exposure across multiple compliance disciplines (e.g., Complaints, KYC, AML, TMS, or sanctions)
• Demonstrated ability to execute QA audits against established rubrics, identify error patterns, and translate findings into actionable recommendations that improve operational quality
• Experience developing, producing, and presenting compliance metrics and reporting using tools such as Google Sheets, Excel, or Google Slides
• Proven track record of partnering with cross-functional teams globally to implement process improvements and deliver work outcomes that meet quality and timeline standards
• Full-time, in-office presence five days a week with availability to support extended hours when required by audit or compliance deadlines
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality