Operational Quality Assurance Specialist

About the Team/Role 

The Operational Quality Assurance Specialist plays a crucial role in maintaining the integrity and effectiveness of our operational processes, specifically within collections, debt recovery, and cash application. This individual will be responsible for conducting audits, monitoring performance, and ensuring adherence to established policies and procedures. By identifying areas for improvement and implementing corrective actions, the Operational Quality Assurance Specialist will contribute to improved efficiency, accuracy, and compliance across key operational functions.

How you'll make an impact

QUALITY AUDITS + MONITORING

• Conduct regular audits and reviews of operational processes within collections, debt recovery, and/or cash application to assess adherence to policies and procedures.

• Monitor performance metrics and identify trends or anomalies that may indicate process gaps or potential risks.

• Evaluate the effectiveness of training programs and provide feedback to management.

PROCESS IMPROVEMENT

• Identify areas for improvement in operational processes and collaborate with relevant teams to implement corrective actions.

• Develop and maintain documentation of policies, procedures, and best practices.

• Stay abreast of industry regulations and internal policy updates to ensure ongoing compliance.

DATA ANALYSIS + REPORTING

• Analyze quality data to identify root causes of errors or inconsistencies and recommend solutions.

• Prepare and present quality reports to management, highlighting key findings and recommendations.

• Track and report on key performance indicators related to quality and compliance.

COLLABORATION + COMMUNICATION

• Work closely with operations teams to foster a culture of quality and continuous improvement.

• Provide feedback and coaching to team members on adherence to policies and procedures.

• Collaborate with other departments (e.g., compliance, training) to ensure alignment on quality standards.

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring 

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.

• 2+ years of experience in operations, quality assurance, or a related field.

• Strong understanding of operational processes, preferably within collections, debt recovery, and cash application.

• Excellent analytical, problem-solving, and decision-making skills.

• Effective communication and interpersonal skills, with the ability to provide constructive feedback.

• Proficiency in relevant software and technologies (e.g., data analysis tools, workflow management systems).

• Detail-oriented with a focus on accuracy and compliance. 

• The position may involve working with sensitive financial and customer information, necessitating a high level of integrity and confidentiality.

• Must successfully pass a background investigation.

• Ability to leverage analytical abilities to guide decisions that mitigate risk.

• Ability to demonstrate initiative, curiosity and an eagerness to learn.

• Experience with the identification and execution of process improvement initiatives, using process improvement methodologies.

• Knowledge of WEX financial systems and collections, debt recovery, and/or cash application business processes.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $49,000.00 - $65,000.00