Manual QA Tester

Role Descriptions

Role Summary

• The Performance Quality Analyst is responsible for ensuring high standards of service quality, operational consistency, and risk mitigation within the Institutional Retirement Client Services function at Banner Life.
• This role focuses on quality assurance, performance monitoring, and data-driven insights to support fair customer outcomes and continuous process improvement.

Key Responsibilities

Quality Assurance Control

• Conduct quality assurance (QA) assessments and control testing in adherence to the company Quality Framework
• Evaluate transactions, processes, and service interactions for accuracy, compliance, and consistency
• Ensure proper documentation and audit trails are maintained

Performance Monitoring

• Monitor individual and team performance metrics
• Identify trends, process gaps, and risk areas
• Develop insights to improve service quality and operational efficiency

Coaching Feedback

• Provide clear, structured, and constructive feedback to analysts and team members
• Partner with managers to deliver coaching sessions and improvement plans
• Drive accountability and enhance performance standards

Data Analysis Reporting

• Analyze customer data, QA results, and performance trends
• Prepare and present actionable insights and dashboards for stakeholders
• Support decision-making through data-driven recommendations

Continuous Improvement

• Collaborate with cross-functional teams to identify, test, and implement process improvements
• Contribute to process documentation, SOPs, and quality standards
• Support initiatives focused on operational excellence and customer outcomes

Compliance Risk Management

• Ensure adherence to regulatory, compliance, and internal risk standards
• Participate in internal and external audits
• Identify and escalate potential control gaps and compliance risks

Required Qualifications

• Experience: 5-10 years of experience in Quality Assurance, Operations, or RiskControl roles
• Experience in financial services, insurance, or pensions (preferred)

Education

• Bachelors degree in Business, Finance, Analytics, or related field

Technical Skills

• Strong proficiency in data analysis and reporting
• Advanced Microsoft Excel skills (pivot tables, formulas, data analysis)
• Experience with QA tools, dashboards, or reporting platforms
• Understanding of quality frameworks, audit processes, and controls

Top 3 Required Skills:

1. Strong experience in manual testing methodologies
2. Ability to analyze requirements and create test cases
3. Experience with defect tracking/test management tools (JIRA, ALM, Azure DevOps)

Top 3 Preferred Skills:

1. Experience in financial services / insurance domain
2. Strong documentation and reporting skills
3. Understanding of SDLC and Agile methodologies