Quality Associate I
Join a team that helps protect customers and the firm by strengthening process quality and control discipline. You will partner across operations and risk teams to deliver timely, accurate testing support and continuous improvement.
As a Quality Control Associate in Wholesale Loan Operations, you will coordinate testing and audit readiness activities to help ensure servicing processes and control documentation remain aligned. You will manage testing engagements end-to-end, confirm evidence is complete and delivered on time, and partner with stakeholders to resolve issues and drive measurable quality improvement.
Job responsibilities
As a Quality Control Associate in Wholesale Loan Operations, you will coordinate testing and audit readiness activities to help ensure servicing processes and control documentation remain aligned. You will manage testing engagements end-to-end, confirm evidence is complete and delivered on time, and partner with stakeholders to resolve issues and drive measurable quality improvement.
Job responsibilities
Manage internal and external testing engagement requests, including population pulls, evidence collection, inquiry responses, and follow-ups
- Review deliverables for completeness and quality, and finalize submissions ahead of deadlines
- Partner with risk, compliance, and operations stakeholders to resolve issues and escalate emerging concerns when needed
- Maintain and update control and testing documentation to ensure accuracy and audit readiness
- Support updates to workflow and control systems, including change requests, user testing, reconciliation activities, and communications to stakeholders
- Maintain testing/audit tracking sites and reporting, including set-up of new engagements and status/result updates
- Provide oversight of population controls and reconciliations, ensuring issues are documented, addressed, and retained appropriately
- Identify process breaks and root causes, recommend improvements, and follow through on actions to completion
- Drive continuous improvement in quality results through strong partnership with managers and peers
- Apply critical thinking to solve problems and support timely, well-documented outcomes
Required qualifications, capabilities, and skills
Bachelor’s degree or at least two years of experience in financial services or operations
- Experience supporting quality control, risk and controls, audit/testing activities, or commercial loan operations (booking, funding, processing, or servicing)
- Strong analytical, problem-solving, and sound judgment skills
- Excellent verbal and written communication skills
- Ability to organize, prioritize, and manage multiple tasks in a metrics-driven environment
- High attention to detail with a methodical, procedure-oriented approach
- Demonstrated sense of urgency and commitment to continuous improvement and best practices
- Ability to work collaboratively and share information effectively with peers and partners
- Ability to multitask and prioritize workload while meeting tight service levels
- Proficiency in Microsoft Office (for example, Excel, Word, PowerPoint, Outlook) and ability to learn new systems quickly
- Ability to work occasional overtime and to meet role-related screening requirements, including background and credit screening prior to hire and annually thereafter
Preferred qualifications, capabilities, and skills
Experience coordinating multiple concurrent audits and testing engagements across stakeholders
- Experience with loan servicing documentation, control design/maintenance, and evidence standards
- Experience using common tracking and collaboration tools (for example, SharePoint) to manage deliverables and deadlines
- Experience producing status reporting and insights using data visualization tools (for example, Tableau)
- Ability to interpret trends in quality results and translate them into practical process improvements
- Demonstrated ability to communicate clearly with senior stakeholders and influence timely actions