Quality Analyst

Performance Quality Analyst

Location: 3275 Bennett Creek Avenue, Frederick, MD 21704 Onsite 5 days a week Duration: 6 months

Role Summary

The Performance Quality Analyst is responsible for ensuring high standards of service quality, operational consistency, and risk mitigation within the Institutional Retirement Client Services function at Banner Life. This role focuses on quality assurance, performance monitoring, and data-driven insights to support fair customer outcomes and continuous process improvement.

Key Responsibilities

• Quality Assurance Control:
  • Conduct quality assurance (QA) assessments and control testing in adherence to the company's Quality Framework
  • Evaluate transactions, processes, and service interactions for accuracy, compliance, and consistency
  • Ensure proper documentation and audit trails are maintained
• Performance Monitoring:
  • Monitor individual and team performance metrics
  • Identify trends, process gaps, and risk areas
  • Develop insights to improve service quality and operational efficiency
• Coaching Feedback:
  • Provide clear, structured, and constructive feedback to analysts and team members
  • Partner with managers to deliver coaching sessions and improvement plans
  • Drive accountability and enhance performance standards
• Data Analysis Reporting:
  • Analyze customer data, QA results, and performance trends
  • Prepare and present actionable insights and dashboards for stakeholders
  • Support decision-making through data-driven recommendations
• Continuous Improvement:
  • Collaborate with cross-functional teams to identify, test, and implement process improvements
  • Contribute to process documentation, SOPs, and quality standards
  • Support initiatives focused on operational excellence and customer outcomes
• Compliance Risk Management:
  • Ensure adherence to regulatory, compliance, and internal risk standards
  • Participate in internal and external audits
  • Identify and escalate potential control gaps and compliance risks

Required Qualifications

Experience: 5–10 years of experience in Quality Assurance, Operations, or Risk Control roles Experience in financial services, insurance, or pensions (preferred) Education: Bachelor's degree in Business, Finance, Analytics, or related field Technical Skills: Strong proficiency in data analysis and reporting Advanced Microsoft Excel skills (pivot tables, formulas, data analysis) Experience with QA tools, dashboards, or reporting platforms Understanding of quality frameworks, audit processes, and controls

Essential Skills

Manual Tester Skills: Manual Testing Processes and Management Functional Testing Experience Required: 6–8 Top 3 Required Skills: 1. Strong experience in manual testing methodologies 2. Ability to analyze requirements and create test cases 3. Experience with defect tracking/test management tools (JIRA, ALM, Azure DevOps) Top 3 Preferred Skills: 1. Experience in financial services / insurance domain 2. Strong documentation and reporting skills 3. Understanding of SDLC and Agile methodologies Education Requirements: Bachelor's degree in Computer Science, Information Technology, Business, or related field Years of Experience: 5–10 years in Manual Testing / Quality Assurance