Operations Quality Assurance Analyst

at Bangor Savings Bank in Bangor, Maine, United States

Job Description

FUNCTION: The Operations Quality Assurance (QA) Analyst is responsible for the creation, implementation, day to day execution and ongoing development of a quality assurance (QA) program that helps ensure compliance with audit, regulatory, risk management and general quality of work standards within the Deposit Operations, Loan Services and Records Management department (collectively, Operations). The Operations QA Analyst works independently and/or within a team on special nonrecurring and ongoing projects and exercises discretion and independent judgment while performing duties.

The Operations QA Analyst assists in the identification, design and execution of process improvements that result in improved quality, risk mitigation, audit/exam readiness, increased production and/or increased scalability. The Operations Quality Assurance Analyst works with Operations leadership to prioritize and execute on bank and business unit/department projects, identify and test new/changed processes, procedures and methods, prepare business reports, and coordinate training of staff while helping ensure there is efficiency, accuracy, and alignment among Operations teams.

The Operations QA Analyst is highly motivated, has an ever-present (and self-motivated) desire to continuously learn/increase knowledge, and has overall responsibilities that include (but are not limited to) the coordination of audit programs/involvement, risk analysis programs, operational controls, vendor administration and training and development programs.

While the Operations QA Analyst position can be utilized in a general sense, supporting all areas of Operations, business needs may dictate that some Operations QA Analyst positions will have/develop a primary focus area supporting Deposit Ops., Loan Services or Records Management


This is a full-time career opportunity based in Bangor, Maine that provides both remote and on-site work options with a required minimum of three days a week in the office. The hybrid (remote/on-site) work option is available upon successful completion of initial training (approx. 90 days).



+ Performs assigned operational duties, in accordance with quality and timeliness expectations, including some that are complex and require strong analytical and technical skills to complete.

+ Acquires and maintains knowledge of a wide variety of specific operational functions, banking regulations and systems while always seeking to enhance individual and departmental expertise.

+ Proactively identifies opportunities and completes various Operations tasks/projects. Performs assigned project tasks in accordance with requirements defined by the project manager and/or Operations Leadership.

+ Performs research on non-routine, complex operations or technology problems/issues and provides findings and resolutions to manager. Assists in resolving problems relating to various areas of Operations.

+ Coordinates cross-organizational and external resources to achieve goals.

+ Continually develops and maintains expertise in current and future banking regulations/compliance as well as general risk management areas to coordinate and assist with enhancing other staff/policies and procedures in an overall effort to increase functionality and efficiencies with these skills/knowledge

+ Works closely with management of the Operations departments, exploring additional risk-management/compliance functionality of current software systems, developing new/improved work methods, and testing system enhancements.

+ Maintains and creates, populates, and distributes standard or non-standard reports and other material – both to department and bank leadership.

+ Proactively communicates to assigned manager and team members to ensure timely resolution of all problems and complaints.

+ Acts as liaison for the departments with such areas as audit and risk management.

+ Conforms to the technical/analytical requirements of various job functions and provides short term assistance in order to supplement existing staff in the completion of daily workloads.

Customer Experience:

+ Promotes a customer-centered culture and attitude among staff that puts our internal and external customers first.

+ Provides the highest level of service, demonstrating You Matter More to each customer.

+ Assists in research of complex customer complaints/issues as appropriate.


+ Provides support, coaching and constructive feedback to peers and less-experienced associates as applicable.

+ Remains mindful of the bigger picture, the larger team, the bank’s strategic plan.

+ Engages in strategic thinking and planning to maximize tactical operations.

+ Helps create a culture of continuous improvement both within the department and individuals. Responsible for ensuring appropriate employee development and training of personnel as it relates to operational functions or processes.

+ Creates and fosters a cohesive team and promotes a positive work environment

+ Interacts harmoniously and effectively with others, focusing upon the attainment of department and Bank goals through a commitment to teamwork

Compliance and Control:

+ Assists in ensuring that the Bank is and remains in compliance with local, state and federal regulations


+ Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

+ Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.

+ Performs additional duties as requested.


+ Creativity/Innovation – Looks for opportunities to increase efficiency and effectiveness throughout the department. Has ability to constructively challenge assumptions and seek/develop new and different ways to improve performance throughout department.

+ Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.

+ Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.

+ Organizational Skills – Able to effectively manage, prioritize and keep track of multiple tasks/projects/requests at any given time.

+ Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.

+ Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.

+ Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning.


+ College degree or equivalent experience required

+ Minimum of three to five years banking experience preferred

+ Familiarity with Jack Henry Silverlake and/or IBM Cognos beneficial

Physical Demands/Conditions Requirements:

+ General office environment.

+ Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used:

+ General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

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Job Posting: JC219229070

Posted On: Jul 22, 2022

Updated On: Sep 29, 2022