Quality Assurance Analyst

Kforce has a client that is seeking a Quality Assurance Analyst in San Antonio, TX. Summary: Our client is seeking a Quality Assurance Analyst to support its Complaints and Member Advocacy organization. This team is responsible for performing quality reviews of complaint cases to ensure procedures are followed correctly, complaints are handled appropriately, and resolutions are delivered in accordance with internal policies and regulatory expectations. This role will review complaint investigations from start to finish, validating that team members properly researched issues, categorized complaints correctly, followed required procedures, communicated appropriately with members, and provided accurate and timely resolutions. Key Responsibilities:

• Conduct quality reviews of customer complaint cases and complaint-handling activities
• Assess whether complaints were researched thoroughly and resolved appropriately
• Verify complaint representatives followed established procedures, scripts, policies, and regulatory guidelines
• Ensure complaints are categorized correctly and all required documentation is completed accurately
• Review customer communications, responses, and supporting research for quality and compliance
• Monitor and identify process defects, trends, inconsistencies, and root causes
• Provide findings, observations, and feedback to leadership and stakeholders
• Contribute to quality reporting, scorecards, and business performance metrics
• Support risk and control initiatives by ensuring operational processes are executed consistently
• Partner with team members to help identify opportunities for process improvement
• Participate in calibration sessions, stakeholder meetings, and quality review discussions
• Maintain knowledge of applicable regulations, policies, and complaint-handling procedures
• 2+ years of experience in Quality Assurance, Quality Control, Operations, Risk, Compliance, Audit, or Process Review
• Experience working in financial services, banking, insurance, or another regulated industry
• Strong analytical and investigative skills
• Excellent verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to identify trends, root causes, and process improvement opportunities
• Ability to work in a production-driven environment and manage multiple priorities