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Quality Assurance Associate
Sallie Mae. Support the organization's third-party vendor oversight program through quality reviews, monitoring activities, risk assessments, and reporting .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance, vendor oversight, and compliance monitoring, with a strong focus on analyzing vendor performance data and identifying improvement opportunities. Proficient in communication and collaboration across teams to enhance operational processes and ensure adherence to regulatory requirements.
Highest-signal resume keywords
Quality AssuranceVendor OversightRegulatory ComplianceAnalytical SkillsReporting Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Monitoring MethodologiesQuality Control PracticesRisk ManagementOperational ProcessesTransaction TestingCustomer Interaction ReviewData AnalysisProcess ImprovementDocumentation ManagementCompliance Standards
Soft Skills
Analytical SkillsProblem-Solving SkillsOrganizational SkillsAttention to DetailCommunication Skills
Tools & Technologies
Reporting ToolsSpreadsheetsQuality Tracking Systems
Certifications & Qualifications
Quality CertificationCompliance CertificationRisk Management CertificationVendor Oversight Certification
Industry Keywords
Vendor ManagementCollectionsRecovery OperationsConsumer Protection StandardsQuality Scorecards
About the role
Key responsibilities & impact- Support the organization's third-party vendor oversight program through quality reviews, monitoring activities, risk assessments, and reporting
- Conduct quality reviews of vendor customer interactions, correspondence, account servicing activities, and operational processes
- Monitor vendor adherence to regulatory requirements, company policies, and contractual obligations
- Evaluate customer communications for appropriate disclosures, customer treatment, and compliance standards
- Perform targeted reviews based on risk indicators, trends, complaints, audit findings, or business priorities
- Document quality findings, identify root causes, and communicate observations to leadership and business partners
- Support vendor due diligence and ongoing monitoring by collecting, reviewing, and validating required documentation
- Analyze vendor performance data and quality results to identify trends, emerging risks, and improvement opportunities
- Prepare routine reporting and dashboards on vendor quality, compliance performance, and monitoring results
- Partner with Vendor Management, Compliance, Legal, Risk, Operations, and other stakeholders
- Participate in vendor calibrations, business reviews, and governance meetings
- Perform transaction testing, account reviews, and quality control activities
- Recommend process improvements to enhance quality, strengthen controls, and improve vendor performance
- Maintain documentation of monitoring activities, findings, and quality assessments
Requirements
What you’ll need- Experience in quality assurance, vendor oversight, compliance, risk management, operations, or a related field
- Knowledge of quality monitoring methodologies and quality control practices
- Understanding of regulatory requirements and consumer protection standards applicable to vendor-serviced operations
- Experience reviewing customer interactions, correspondence, or operational processes for quality and compliance
- Strong analytical and problem-solving skills with the ability to identify trends and root causes
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Proficiency with reporting tools, spreadsheets, and quality tracking systems
- Ability to manage multiple priorities in a fast-paced environment
- Ability to build effective partnerships and collaborate across teams
- Bachelor's degree in a relevant field (e.g., Quality Management, Engineering, or Science) (preferred)
- 2-5 years of experience in quality assurance, vendor management, collections, customer service, compliance, or operational risk (preferred)
- Experience monitoring third-party vendors, collections agencies, recovery vendors, or service providers (preferred)
- Familiarity with quality scorecards, call monitoring programs, and transactional testing methodologies (preferred)
- Knowledge of collections, recovery, debt settlement, or servicing operations (preferred)
- Experience supporting audits, examinations, or regulatory reviews (preferred)
- Relevant certification in quality, compliance, risk management, or vendor oversight (preferred)
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Generous PTO, Floating Holidays and 12 Federal Holidays observed
- Support for financial-well-being and retirement 401k with employer match
- Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
- Employer paid short-term/long-term disability and basic life insurance
- Flexible hybrid working arrangements
- Paid parental leave and adoption reimbursement programs
- Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
- Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
- Tuition Reimbursement and Family Scholarship Programs
- Career development and training opportunities