Associate Quality Control Analyst

The Audit and Controls Analyst will be responsible for ensuring the Credit & Collections team's compliance to set standards and processes. The position will focus on working across the business to ensure that processes are adhered to and that the Credit & Collection continues to deliver high-quality transactions. Integrity, high accountability, and quality are expected in their day-to-day work.

Depending on the need of each season, focus will be given to each of these but not exclusive to:

Controls and Quality Assurance

• Achieve operational excellence by conducting the required audits
• Lead periodic reviews and update of controls handled by Credit and Collections
• Manage Credit and Collection procedures and documentation relating to audit. Whenever necessary, recommend changes and updates to controls, control descriptions and evidencing processes
• Safeguard controls evidences by ensuring that these are well-kept, organized and up-to-date
• Oversee internal and external audits and ensure that these are properly attended to, documented, and whenever necessary, monitor remediation actions
• Support external audits for maintaining our business certifications and regulatory obligations
• Ensure that all follow-through actions and remediation plans are performed in a timely manner
  • Review and analyze audit findings, and formulate recommendations to prevent deviation from the standard process and/or promote continuous improvement of processes
  • Prepare and complete reports on trends, patterns, threats, and analysis on quality and customer-service standards
  • Provide timely feedback to Team Leads, Managers to correct and prevent further deviation from the standard processes
  • Deliver effective and efficient coaching, feedback sessions, triad and/or focus group discussions to drive performance improvements whenever necessary
  • Participate in the preparation of weekly, monthly, and annual Quality Performance Reviews (QPR) of each process handled

Training

• Acquire the required certification and re-certification levels
• Study, prepare, and keep himself up-to-speed on updates, both on systems and processes to ensure practical coverage for knowledge transfer
• Assist in reviewing all documentation ensuring that process references are updated
• Evaluate and recommend training content improvement
• Review escalations, conduct RCA, present CAPA, and coaching as required
• Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to leadership

Internal Training and Quality Assurance Team

• Facilitate training and learning sessions related to controls and compliance for the Training and Quality Assurance team members
• Responsible for knowledge transfer to and certification of new Audit and Controls personnel upon assignment
• Participate in regular Quality Calibration sessions
• Maintain a high degree of confidentiality and judgment in dealing with sensitive business and performance information

Candidate Profile

Qualifications & Experience

• Education – Bachelor's Degree
• Minimum 1 year of relevant working experience or an equivalent SME/process support experience (if External)
• B2 or B3 in current role (if Internal)
• Demonstrate the ability to effectively assess and resolve complex issues and problems
• Ability to work with tight deadlines
• Excellent communication (Written and Oral) Skills
• Proficient in MS Office (Excel, PowerPoint, Word)
• Good Organizational Skills and Time Management
• Basic Analytical/Reporting Skills
• Good to Have
  • Experience in Risk & Compliance, Quality Assurance
  • Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.)
  • Knowledge in CRM systems, Oracle applications
  • Experience in coaching, mentoring, and training team members
  • Knowledge in HR SSC Systems used by operations
  • Knowledge of HR metrics and their applicability
  • Can confidently represent the team within the HR SSC

Personal Style and Behavior

• Respect for Our values
• Highly motivated individual with demonstrated ability to coach, lead, and inspire the team
• Organized
• Proactive
• Resilient enabler of change
• Adaptive
• Collaborative with peers and colleagues to drive involvement and engagement
• Comfortable operating in a changing and ambiguous environment
• International and cultural sensitivity and awareness
• Inclusive and positive in a broad scope team

Pearson Profile Attributes that we will be assessing:

• Courageous
• Ethical
• Determined
• Customer-Focused
• Transformational
• Inspirational
• Relationship Builder
• Make it happen

About the company

At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough.

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