Pioneer Services, a Division of MidCountry Bank
  • Las Vegas Office
  • Las Vegas, NV, USA
  • Commensurate
  • Salary
  • Full Time

Competitive Benefits / E.L.I.T.E Award-Winning Culture


Pioneer Services, A Division of MidCountry Bank, has an opportunity for a Quality Manager to join our team located in Las Vegas at 3240 E. Tropicana.

The Quality Manager reports directly to the Director of Quality Control and is expected to plan, execute, and communicate, both in writing and in oral presentations, internal quality audits of selected areas. Exercise excellent judgment in reviewing audit related materials, setting up and critiquing processes and controls, and communicating the relevance and significance of items along with a set of recommendations to ensure compliance and quality.

  

JOB RESPONSIBILITIES:

 

  • Develop, implement and maintain the Quality Control Program as required for assigned departments. Work with Director of Quality Control and any appropriate organizational subject matter expert to establish the criteria and time frame for reviews and to ensure that all supported processing tasks are adhering to established business Standard Operating Procedures.
  • Supervises Quality Team members where applicable to successfully oversee the completion of assigned QC reviews, site audits, system monitoring, testing or other projects as required, and that results are accurate. Ensures that Quality SLA's are met within established timelines.
  • Facilitates and oversees preparation and delivery of monthly and aggregate reports that offer trending in quality and areas of risk for business owner consideration. Is prepared to offer recommendations and contribute to joint-problem solving.
  • Monitors applicable SLA's within departments assigned. Reports critical findings to Director of Quality Control and/or business owners. Understands and can articulate clearly, the correlation between SLA timelines and potential risk to our customers and stakeholders.
  • Tracks findings and analyzes trends to determine root cause before identifying best practices, opportunities for training, or implementation of new procedures.
  • Develops in-depth understanding of systems for quality control to ensure expert navigation and ability to review and report on processes.
  • Appropriately reports findings to Director of Quality Control and handles situation with confidentiality and on a need to know basis.
  • Conduct quality review in a professional, courteous manner that promotes teamwork and excellent interdepartmental relationships with management and team members.
  • Demonstrates excellent capacity to gather appropriate information, obtain all needed facts and confirm data prior to issuing findings and/or recommending action.
  • Uses good judgment in all decisions, especially in distinguishing materiality of any findings.
  • Makes solid recommendations for solutions that eliminate cause of review findings. Partners with management on Standard Operating Procedures and findings to determine if changes are necessary to maximize quality and minimize risk.
  • Produces complete, accurate, articulate and timely reports, with concise summaries that are valuable to senior management.

 

Experience (Number of Years and Focus):

  • 5 + years management experience in Quality/Audit related field
  • At least 2 years' experience with consumer account handling, finance and/or lending preferred 

Education:

  • Required: College Degree or a combination of work experience and education.
  • Preferred: Bachelor's Degree in related field 

Knowledge/Skills/Abilities:

Highly proficient ability using the Microsoft Office

Pioneer Services, Military Banking Division, of MidCountry Bank is an equal opportunity employer.

Pioneer Services, a Division of MidCountry Bank
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