Quality Assurance Lead – Credit Card Operations

SteerBridge

Quality Assurance Lead overseeing the quality assurance program for Credit Card Operations. Leading a team to ensure compliance, operational accuracy, and enhance customer experience in SteerBridge Strategies.

Posted 7/1/2026full-timeVienna • Virginia • 🇺🇸 United StatesSenior💰 $110,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, develop, and manage the Credit Card Quality Assurance team.
Establish quality standards, scorecards, and evaluation methodologies across customer service and operational functions.
Conduct calibration sessions to ensure consistent application of quality standards and audit criteria.
Provide coaching, feedback, and development opportunities to QA team members.
Design, document, and continuously improve quality assurance processes, operational workflows, and audit methodologies.
Evaluate, select, configure, and optimize quality monitoring, speech analytics, CRM, workflow management, and reporting tools.
Define, review, and optimize Interactive Voice Response (IVR) call flows and scripts.
Partner with Operations, Customer Support, Technology, Product, and Training teams.
Develop and maintain quality scorecards, audit criteria, and standard operating procedures (SOPs).
Participate in User Acceptance Testing (UAT) and quality validation activities.
Oversee audits of customer interactions and operational transactions.
Identify trends, defects, and process breakdowns impacting customer experience or operational performance.
Monitor adherence to applicable banking regulations and company policies.
Analyze quality metrics and operational performance data to identify improvement opportunities.
Collaborate with Operations, Training, and Customer Support for process enhancements.

Requirements

What you’ll need

Bachelor's degree or equivalent professional experience.
5+ years of experience in quality assurance, credit card operations, customer service, banking operations, or financial services.
2+ years of leadership or supervisory experience.
Strong understanding of credit card servicing, disputes, fraud operations, billing, payments, and account management.
Experience conducting audits, quality reviews, and performance evaluations.
Excellent analytical, communication, and problem-solving skills.
Proficiency with quality monitoring tools, CRM platforms, and Microsoft Office applications.

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life Insurance
401(k) Retirement Plan with matching
Paid Time Off
Paid Federal Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality AssuranceAuditsPerformance EvaluationsQuality ReviewsProcess ImprovementOperational WorkflowsIVR Call FlowsSpeech AnalyticsData AnalysisStandard Operating Procedures

Soft Skills

CoachingFeedbackCommunicationProblem-SolvingCollaboration