Performance Quality Analyst / Manual QA Analyst (w2only)

We are seeking a detail-oriented Performance Quality Analyst / Manual QA Analyst to support the Institutional Retirement Client Services function. This role is responsible for maintaining high standards of service quality, operational consistency, and risk mitigation through quality assurance activities, performance monitoring, and data-driven analysis.

The ideal candidate will bring strong manual testing expertise, quality assurance experience, and the ability to provide actionable insights that improve customer outcomes and operational efficiency. Experience within financial services, insurance, or pension environments is highly preferred.

Key Responsibilities Quality Assurance & Control Conduct Quality Assurance (QA) assessments and control testing aligned with organizational quality frameworks. Evaluate transactions, business processes, and service interactions for accuracy, compliance, and consistency. Ensure quality standards and audit requirements are met through proper documentation and traceability. Execute manual testing activities including functional validation and defect identification. Manual Testing & Validation Analyze business and functional requirements to create detailed test scenarios and test cases. Perform end-to-end functional and manual testing activities. Execute test plans and validate expected results against business requirements. Log, track, and manage defects using tools such as JIRA, ALM, or Azure DevOps. Coordinate defect resolution efforts with development and business teams. Performance Monitoring Monitor individual and team performance metrics. Identify process gaps, quality trends, and operational risk areas. Develop recommendations to improve productivity, quality, and service delivery. Coaching & Feedback Provide structured and constructive feedback to analysts and team members. Partner with management to support coaching and performance improvement initiatives. Drive accountability and promote quality excellence standards. Data Analysis & Reporting Analyze QA results, customer data, and operational performance trends. Create reports, dashboards, and metrics for leadership review. Support data-driven decision-making and operational improvement initiatives. Continuous Improvement Collaborate with cross-functional teams to identify process enhancements. Participate in process documentation, SOP creation, and quality standard updates. Support initiatives focused on customer experience and operational excellence. Compliance & Risk Management Ensure adherence to internal controls, regulatory requirements, and compliance standards. Participate in audits and quality reviews. Identify and escalate process risks and control gaps. Required Qualifications Experience 6+ years of experience in: Manual Testing Quality Assurance Operations or Risk/Control environments Strong background in functional testing and test execution. Experience with defect management and testing tools. Technical Skills Strong experience in Manual Testing methodologies and processes Expertise in Functional Testing Ability to analyze requirements and create detailed test cases Experience with: JIRA ALM Azure DevOps Advanced Microsoft Excel skills: Pivot Tables Formulas Data analysis Reporting Experience with QA tools, dashboards, and reporting systems Understanding of: Quality frameworks Audit processes Controls and compliance Preferred Qualifications Experience within Financial Services, Insurance, or Retirement/Pension domains Strong documentation and reporting skills Knowledge of SDLC and Agile methodologies Exposure to risk management and quality control environment