Quality Assurance Analyst III (US)

Work Location:

United States of America

Hours:

40

Pay Details:

$68,640 - $85,800 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Governance & Control

Job Description:

The Quality Assurance Analyst III is responsible for ensuring overall service and/or department quality standards are met.

Depth & Scope:

• Ensures adherence to set quality standards
• Provides leadership and direction to less experienced staff
• Leads and executes more complex projects to attain company and/or department objectives which require directing the work of others
• Identifies opportunities for process improvements to advance service quality and/or streamline functions
• Recommends and implements department training needs
• Maintains and develops expert knowledge of company and/or department systems; assists with system implementation/conversion and consults with management as needed
• Coordinates quality control and/or compliance activities
• Creates manuals, reports and documents and make updates as needed
• Participates in special projects and performs additional duties as assigned
• Develops, recommends, facilitates and/or coordinates Employee training
• Monitors Employee and/or division performance to ensure compliance with department and/or company standards
• Contributes to a positive, ethical and respectful working environment and communicates openly with others
• Models company culture internally and externally
• Participates in meetings and coaching sessions
• Keeps staff informed of any procedural changes or enhancements
• Provides support to department leadership in performing trend analysis, information gathering, performance feedback and related activities

Education & Experience:

• Bachelors degree or progressive work experience in addition to experience below
• 5+ years related experience required
• Excellent written and verbal communication skills
• Proven time management and organizational skills
• Strong computer skills
• Must be able to work flexible hours, including possible evenings and weekends
• Proven problem solving skills
• Excellent interpersonal skills
• Proven ability to work as an active participant in a team as well as independently
• Experience in a unpredictable and fast pace environment
• Proven ability to be detail oriented
• Strong leadership skills

 

Customer Accountabilities:

• Understands and supports the Bank's Customer Service Strategy
• Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
• Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
• Models quality service delivery at every interaction
• Leads and contributes to the ongoing improvement of the partner / Customer experience

Employee/Team Accountabilities:

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and create an extraordinary employee experience
• Participates fully as a member of the team and contribute to a positive work environment
• May provide leadership, training, and guidance to other team members
• Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
• Actively shares information and knowledge, and proactively learn from the expertise of others

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the econom