Quality Control Specialist, Client Service Operations

*The selected candidate must be local to our Westlake, OH office and have the ability to work a hybrid schedule after the probationary period.

JOB OVERVIEW
The Client Service Operations Quality Control Specialist is responsible for conducting thorough reviews of transactions, documentation, and client interactions to ensure accuracy and adherence to established procedures, policies, and regulatory requirements. Evaluates work quality across the department, identifies nonconformities and process gaps, provides constructive feedback to support team development, and contributes to continuous improvement initiatives that enhance operational excellence. Serves as an objective quality authority, documenting findings in a timely and consistent manner while maintaining high standards of accuracy and attention to detail.
  

RESPONSIBILITIES & DUTIES
•    Reviews client transactions, documentation, and paperwork to ensure accuracy, completeness, and adherence to department procedures and regulatory requirements
•    Ensures client transactions are processed quickly and accurately; coordinate prompt follow-up with clients when issues are identified during review
•    Identifies nonconformities, errors, and process deviations; assess impact on client experience and operational risk
•    Evaluates adherence to policies, procedures, data accuracy, and completeness across all reviewed work
•    Documents evaluation findings in a timely, consistent, and objective manner using established quality review systems
•    Highlights coaching feedback opportunities and training needs for supervisors and Team Leads to support team development
•    Identify trends and patterns in quality issues; recommend process improvements and preventive measures to reduce future errors
•    Collaborates with Team Leads and management to clarify procedures and resolve quality-related questions
•    Maintains detailed records of quality reviews, tracking metrics and trends over time
•    Supports the development and refinement of quality standards, review criteria, and evaluation methodologies
•    Continuously learns department processes and quality standards to maintain expertise
•    Follows assigned work schedule with regular and predictable attendance
•    Performs other duties as assigned

QUALIFICATIONS 
•    High School Diploma or equivalent
•    Associate’s degree in business or finance preferred
•    Minimum 2 years of experience in operations, customer service, or quality assurance preferred
•    Experience with data analysis, research, or quality review preferred
•    Strong understanding of operational procedures and regulatory requirements preferred.
•    Strong understanding of operational procedures, policies, and regulatory requirements
•    Ability to work independently and manage multiple review assignments simultaneously
•    In person interaction that includes actively collaborating with colleagues and participating in team or company meetings

PROFESSIONAL CERTIFICATIONS
•    None required

TECHNICAL SKILLS
To be successful in this role, you should have experience with and an understanding of the following: 
•    Advanced level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
•    Experience with AWS, Express, Salesforce and Innotrust preferred

CULTURAL COMPETENCIES
In addition to our core company competencies of Excellence, Passion, Integrity, and Collaboration, a successful candidate in this role should exhibit the following behavioral competencies: 
•    Attention to Detail & Accuracy: Maintains exceptional attention to detail in reviewing work, catches subtle errors and inconsistencies, and ensures thorough evaluation of all aspects before finalizing findings
•    Objectivity & Fairness: Evaluates work objectively without bias, provides fair and balanced assessments, and maintains consistency in applying quality standards across all reviews
•    Analytical Thinking: Identifies patterns and trends in quality issues, determines root causes of recurring problems, and uses data-driven insights to support recommendations
•    Communication & Feedback: Provides clear, constructive feedback that supports learning and improvement. Documents findings professionally and communicates quality concerns effectively to leadership
•    Continuous Improvement: Seeks opportunities to enhance quality standards and review processes. Provides recommendations for preventing future errors and strengthening operational controls

PHYSICAL DEMANDS/WORK ENVIRONMENT
This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.