Quality Assurance Lead
Job description
About the role
Quality Assurance Lead, Credit Card Operations
SteerBridge seeks a Quality Assurance Lead to define and manage the program for Credit Card Operations. In this capacity, you will establish the standards, evaluations, and oversight mechanisms that ensure exceptional service, precise execution, and strict adherence to regulatory and compliance requirements. You will lead a group of QA Analysts who monitor customer interactions, operational workflows, and transaction activities. The role is a hybrid position located in Vienna, VA.
Position Overview
The Quality Assurance Lead provides strategic direction and day-to-day management of the Payments Quality Assurance function. You will be responsible for building and maintaining a high-performance program that safeguards the customer experience and supports regulatory obligations. This role requires close collaboration with Operations, Customer Support, Fraud, Disputes, and Compliance teams to identify quality trends, drive corrective actions, and implement process improvements. You will own the design, documentation, and continuous refinement of QA processes, ensuring they remain current with evolving regulations and business needs.
Key Responsibilities
You will lead, develop, and manage the Payments Quality Assurance team, providing coaching, feedback, and career development. You will establish quality standards, scorecards, and evaluation methodologies that apply to customer service and operational functions. Regular calibration sessions will be conducted to ensure consistent and objective application of quality standards and audit criteria.
You will design, document, and refine quality assurance processes, operational workflows, and audit methodologies to improve service quality, operational efficiency, and compliance. This includes evaluating, selecting, configuring, and optimizing tools such as quality monitoring, speech analytics, CRM, workflow management, and reporting systems. You will partner with cross-functional teams to implement process improvements, system enhancements, and customer experience initiatives based on data-driven quality findings.
A core responsibility is the development and maintenance of quality scorecards, audit criteria, standard operating procedures (SOPs), and knowledge resources. You will oversee audits of customer interactions, account servicing activities, dispute processing, fraud investigations, and operational transactions. You will ensure compliance with internal policies, procedures, service standards, and applicable banking regulations and consumer protection requirements. Significant compliance violations, control deficiencies, or customer-impacting issues will be escalated to appropriate stakeholders.
You will analyze quality metrics and operational performance data to identify improvement opportunities. This includes developing reports, dashboards, and executive summaries that provide leadership with clear insight into quality trends, root causes, and the effectiveness of corrective actions. You will use these insights to recommend updates to procedures, scripts, workflows, and training materials.
You will participate in User Acceptance Testing (UAT) and other quality validation activities for new products, system implementations, process changes, and regulatory updates. Your goal is to ensure readiness, compliance, and alignment with quality standards before launch. You will support internal and external audits as required.
Requirements
A Bachelor's degree or equivalent professional experience is required. You must bring a minimum of 5 years of experience in quality assurance, credit card operations, customer service, banking operations, or financial services. At least 2 years of leadership or supervisory experience is required, with a demonstrated ability to guide teams or supervise QA, operations, or customer service staff.
A deep understanding of credit card servicing, disputes, chargebacks, and related compliance obligations is essential. You must be able to follow internal policies, procedures, and service standards while helping others to do the same. You will work effectively in a hybrid environment, with required in-person presence in Vienna, VA.
Nice to have
Experience with quality monitoring, speech analytics, and CRM platforms used in payments is preferred. A clear understanding of federal acquisition and government-oriented solutions is a distinct advantage.
Core skills include Credit card operations; Quality Assurance; QA; Compliance; Risk Management; UAT; CRM; Quality Monitoring; Speech Analytics; Training; Process Improvement; Dispute; Fraud; Payments; Microsoft 365.
Practical Information
This is a hybrid position located in Vienna, VA. Specific travel expectations are not defined.
What you'll do
You will lead, develop, and manage the Payments Quality Assurance team, providing coaching, feedback, and career development. You will establish quality standards, scorecards, and evaluation methodologies that apply to customer service and operational functions. Regular calibration sessions will be conducted to ensure consistent and objective application of quality standards and audit criteria.
You will design, document, and refine quality assurance processes, operational workflows, and audit methodologies to improve service quality, operational efficiency, and compliance. This includes evaluating, selecting, configuring, and optimizing tools such as quality monitoring, speech analytics, CRM, workflow management, and reporting systems. You will partner with cross-functional teams to implement process improvements, system enhancements, and customer experience initiatives based on data-driven quality findings.
A core responsibility is the development and maintenance of quality scorecards, audit criteria, standard operating procedures (SOPs), and knowledge resources. You will oversee audits of customer interactions, account servicing activities, dispute processing, fraud investigations, and operational transactions. You will ensure compliance with internal policies, procedures, service standards, and applicable banking regulations and consumer protection requirements. Significant compliance violations, control deficiencies, or customer-impacting issues will be escalated to appropriate stakeholders.
You will analyze quality metrics and operational performance data to identify improvement opportunities. This includes developing reports, dashboards, and executive summaries that provide leadership with clear insight into quality trends, root causes, and the effectiveness of corrective actions. You will use these insights to recommend updates to procedures, scripts, workflows, and training materials.
You will participate in User Acceptance Testing (UAT) and other quality validation activities for new products, system implementations, process changes, and regulatory updates. Your goal is to ensure readiness, compliance, and alignment with quality standards before launch. You will support internal and external audits as required.
Requirements
A Bachelor's degree or equivalent professional experience is required. You must bring a minimum of 5 years of experience in quality assurance, credit card operations, customer service, banking operations, or financial services. At least 2 years of leadership or supervisory experience is required, with a demonstrated ability to guide teams or supervise QA, operations, or customer service staff.
A deep understanding of credit card servicing, disputes, chargebacks, and related compliance obligations is essential. You must be able to follow internal policies, procedures, and service standards while helping others to do the same. You will work effectively in a hybrid environment, with required in-person presence in Vienna, VA.
Preferred Experience and Skills
Experience with quality monitoring, speech analytics, and CRM platforms used in payments is preferred. A clear understanding of federal acquisition and government-oriented solutions is a distinct advantage.
Core skills include Credit card operations; Quality Assurance; QA; Compliance; Risk Management; UAT; CRM; Quality Monitoring; Speech Analytics; Training; Process Improvement; Dispute; Fraud; Payments; Microsoft 365.