Quality Assurance Analyst II

Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job Description:

The Quality Assurance Analyst II is responsible for ensuring overall service and/or department quality standards are met.

Depth & Scope

• Ensures adherence to set quality standards.

• Leads and executes projects to attain company and/or department objectives which may require directing the work of others.

• Identifies opportunities for process improvements to advance service quality and/or streamline functions.

• Recommends and implements department training needs.

• Maintains and develops expanding knowledge of company and/or department systems; assists with systemimplementation/conversionas needed.

• Coordinates quality control and/or compliance activities.

• Creates manuals, reports and documents and make updates as needed.

• Participates in special projects and performs additional duties as assigned.

• Recommends, facilitates and/or coordinates Employee training.

• Monitors Employee and/or division performance to ensure compliance with department and/or company standards.

• Contributes to a positive, ethical and respectful working environment and communicate openly with others.

• Models company culture internally and externally.

• Participates in meetings and coaching sessions.

• Keeps staff informed of any procedural changes or enhancements.

• Provides support to department leadership in performing trend analysis, information gathering, performance feedback and related activities.

• Bachelors degree or progressive

• 3-5 years related experience required

• Excellent written and verbal communication skills

• Proven time management and organizational skills

• Strong computer skills

• Must be able to work flexible hours, including possible evenings and weekends

• Proven problem solving skills

• Excellent interpersonal skills

• Proven ability to work as an active participant in a team as well as independently

• Experience in a unpredictable and fast pace environment

• Proven ability to be detail oriented

• Most jobs require bachelor and graduate degrees, and/or professional certification, or comparable experience.

• This position does not have people management responsibilities.

Customer Accountability Understand and support the Bank's Customer Service Strategy. Consider the impact of decisions on the well-being of TD, its Customers and stakeholders.   Provide the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity. Model quality service delivery at every interaction. Lead and contribute to the ongoing improvement of the partner / Customer experience. Employee and Team Accountability

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TDs diversity agenda, and create an extraordinary employee experience.
• Participate fully as a member of the team and contribute to a positive work environment.
• May provide leadership, training, and guidance to other team members.
• Ensure ongoing communication with the team on the status / progress of projects and issues / points of interest.
• Actively share information and knowledge, and proactively learn from the expertise of others.

Community Accountability

• Participate in civic activities to promote growth and development of the community and a positive image for TD.

Financial Accountability

• Support the development and implementation of operational strategies and objectives to achieve measurable excellence in the quality delivery of sales, service, and products aligned with Best Run concepts and overall enterprise strategy and objectives.
• Participate in establishing and executing plans and goals for the Business to drive toward results.

Business Operation Accountability Ensure that strategic initiatives and directives are carried out effectively with comprehensive change management strategies. Deliver business services, functions and capabilities that optimize the use of process, technology and our people, and take advantage of TDs scale and operating model. Collaborate to ensure TD is a best run, integrated, customer-focused, growth organization.

• Ensure processes, policies and procedures are designed in compliance with TD Risk Appetite.

• Successfully complete all required job specific, compliance-related training. Understand, utilize and follow Compliance/Risk and control programs. Consult with all risk functions in the development and documentation of policies, procedures and controls, for all department processes.

• Ensure ongoing compliance with internal / external audit and regulatory requirements. Provide prompt and comprehensive response to all external audit, regulator and compliance requests and findings. Maintain appropriate records of action plans.

• Service customers while sitting for long periods

• Perform sedentary work

• Perform multiple tasks

• Use standard office equipment

While performing the duties of this job, the employee will be EXPOSED to:

• Exposed to a low noise level
• Sitting - continuous
• Standing - occasional
• Walking - occasional
• Lifting/Carrying - never
• Squatting - never
• Bending - never
• Kneeling - never
• Crawling - never
• Climbing - never
• Balancing - never
• Reaching overhead/forward - never
• Pushing/Pulling - never
• Twisting - never

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

compensation/incentive

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.Colleague DevelopmentIf you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.Training & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview ProcessWe’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.