Lead and enhance the QA program for Risk Operations disputes, governing BPO partners, conducting QA and calibration, analyzing trends, reporting findings, supporting audits, and expanding QA coverage across non-disputes risk functions to ensure regulatory compliance with Reg E, Reg Z, and CFPB standards.

Contract Workforce Management analyst responsible for administering and optimizing Assembled, producing volume and staffing forecasts, building and refining agent schedules across channels, and monitoring/improving SLA performance both in real time and historically. Works independently with operations leadership to align schedules to demand and drive SLA improvements.