Quality Assurance & Control Specialist I - Remote - VA/MD/NC


Position Description

Quality Assurance/ Control Specialist I (QACSI) is responsible for assessing the quality of the performance of our care center teammates who assist existing and potential customers. In addition, this role may support third party vendors to ensure compliance and regulatory adherences are met. The QACSI is responsible for conducting internal Customer Care Center regulatory checks to determine controls are adequate and effectively maintained in accordance with bank policies and procedures.

Position Accountabilities

  • Support implementation of regulatory operations in the Customer Care Center to ensure policy and procedures are adhered to.
  • Oversee daily regulatory monitors to uncover non- compliance within the Customer Care Center.
  • Develop processes and procedures to ensure regulatory and compliance is met within the Customer Care Center.
  • Analyze and interpret data to identify trends, document findings, and create reports to be used by Director or other leadership for coaching and training within the Customer Care Center.
  • Develop collaborative relationships with leadership to provide support and to ensure compliance with procedures and standards.
  • Supports special project development; ensure beginning to end of new projects are successful
  • Perform quality control reviews related to the Customer Care Center for accuracy, data integrity to ensure risk is mitigated.
  • Serve as a subject matter expert (SME), assisting the Leadership team with quality, compliance, and regulatory questions related to operation and line of business execution.
  • Recommends corrective action and suggests improvements to maximize efficiency and mitigate risks.
  • Acquire and apply a strong understanding of Atlantic Union Bank's regulatory landscape to ensure proper compliance with laws and internal processes are followed.
  • Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bank's BSA/AML Policy and Procedures.
  • Adhere to attendance and performance expectations

Organizational Relationship

This position reports to the Quality Control Manager.

Position Qualifications

Education & Experience

  • Two or more years of experience in Banking Quality Assurance strongly preferred
  • Must have at least 3 or more years of experience in retail banking, and/or Customer Call Center
  • Background in Regulatory Compliance, Administration, or Audit
  • Bachelor Degree in Business Administration, other related fields of study or equivalent experience

Knowledge & Skills

  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Experience in coaching and training individuals or groups required.
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Creative ability & writing proficiency;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel);
  • Bi-lingual a plus

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.


Business Operations Specialists, All Other


Bachelor's Degree


2 to 20+ years

Job type

Full time

Ruther Glen, VA 22546, US
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