Job Description

Salary: $123,000 - 163,000 per year Requirements:

• We need at least 2 years of experience in quality assurance, quality control, operations, risk, compliance, audit, or process review
• We are looking for experience in financial services, banking, insurance, or another regulated industry
• We value strong analytical and investigative abilities
• We require excellent verbal and written communication skills
• We need strong attention to detail and solid organizational skills
• We expect the ability to identify trends, root causes, and opportunities for process improvement
• We need someone who can work in a production-driven environment and manage multiple priorities

• We conduct quality reviews of customer complaint cases and related handling activities
• We assess whether complaints were thoroughly researched and resolved appropriately
• We verify that complaint representatives follow established procedures, scripts, policies, and regulatory requirements
• We ensure complaints are categorized correctly and that all required documentation is completed accurately
• We review customer communications, responses, and supporting research for quality and compliance
• We monitor for process defects, trends, inconsistencies, and underlying root causes
• We provide findings, observations, and feedback to leadership and stakeholders
• We contribute to quality reporting, scorecards, and business performance metrics
• We support risk and control initiatives by helping ensure operational processes are executed consistently
• We partner with team members to identify process improvement opportunities
• We participate in calibration sessions, stakeholder meetings, and quality review discussions
• We maintain knowledge of applicable regulations, policies, and complaint-handling procedures

• Support
• AI
• LESS

More:

We are seeking a Quality Assurance Analyst in San Antonio, TX to support our Complaints and Member Advocacy organization. Our team performs quality reviews of complaint cases to make sure procedures are followed, complaints are handled properly, and resolutions meet internal policies and regulatory expectations. We offer comprehensive benefits for eligible employees, including medical, dental, and vision insurance, HSA, FSA, 401(k), and life, disability, and ADD insurance, and salaried personnel receive paid time off. We are an equal opportunity employer committed to fair consideration for all qualified applicants.

last updated 30 week of 2026

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