Customer Communications Quality Analyst ll

PRA Group (Nasdaq: PRAA); Norfolk (VA); On-site; USD 55,000 - 83,000; Full time

Job summary

PRA Group is seeking an IT Product & Process Quality Analyst to design and implement a framework that ensures error-free product delivery to end users. You will develop and modify letters/templates, run audits, and create SQL queries for reporting, while coordinating with Compliance and IT teams.

Ideal candidates have 4+ years as an analyst, strong SQL and Excel skills, intermediate Power BI, and a Bachelor’s degree in CS/IT or related field.

Qualifications

• 4+ years of experience as an Analyst with solid proficiency in Microsoft Office Suite and SQL.
• Must have advanced SQL skills in creating SQL queries (complex joins and table creation) used to access data needed for audits, daily reports, and ad hoc tasks.
• Advanced Excel with V-Lookups, as well as intermediate Power BI skills
• 4+ years of related IT Product and Process Quality experience preferred (Intermediate to Advanced Level)
• Able to prioritize job assignments and multi-task various recurring and ad-hoc job requirements under minimal supervision
• Strong written and verbal communication skills. Excellent attention to detail
• Bachelor’s degree in Computer Science, Information Technology, Business/Public Administration or equivalent combination of related education and experience

Responsibilities

• Creates, modifies, and runs intermediate to advanced SQL queries used to access data needed for audits, daily reports, and ad hoc tasks.
• Responsible for processing the daily letter file and ensuring that all letters are sent to customers as required. Ensure that process and procedures are carried out accurately to eliminate any audit findings or potential external complaints by running proactive analyses/reports to ensure process is running efficiently.
• Submits new or existing letter drafts for approval by General Council and Compliance.
• Interacts with business partners at all levels including maintaining all regulatory and compliance standards, conveying requests to IT and Application Development, perform user and acceptance testing, and troubleshoot issues as they occur.
• Partners with other business units to assist in defining business requirements.
• Acts as the Liaison for one or more IT development teams working closely with Product Management.
• Works closely with multiple departments on ad-hoc letter requests.
• Updates all assigned procedure documentation and collaborate within the team and with internal and external partners to improve operational performance, compliance, and efficiency
• May assist with on-the-job training within the department.
• IT Process Quality work is focused on planning and implementing a framework to ensure error-free product.
• Planning and implementing programs to ensure all information systems products and services meet minimum organization standards and end-user requirements/
• Ensuring adequate product testing prior to implementation, devising improvements to current processes and procedures, developing models of possible future configurations
• Administering problem management process, including monitoring and reporting on problem resolution
• Devising improvements to current procedures. Performing work-flow analysis and recommending quality improvements

Skills

SQL queries

Advanced Excel

Power BI

Analytical thinking

Communication skills

Education

Bachelor’s degree in Computer Science / Information Technology / Business or equivalent

Job description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

Role performs IT Product and Process Quality work that is focused on planning and implementing a framework to ensure error-free product to end users. Role provides support to this team primarily by developing new letters and modifying current templates and through monitoring, testing, auditing and reviewing the letter process. Performs functions directly related to compliance and internal audits and may be subject to General Council review. Creates and modifies queries using intermediate to advanced SQL skills. Performs work under minimal supervision and is responsible for multi-tasking, prioritizing work and maintaining an organized work environment.

Professional Experience/Qualifications:

• 4+ years of experience as an Analyst with solid proficiency in Microsoft Office Suite and SQL
• Must have advanced SQL skills in creating SQL queries (complex joins and table creation) used to access data needed for audits, daily reports, and ad hoc tasks.
• Advanced Excel with V-Lookups, as well as intermediate Power BI skills
• 4+ years of related IT Product and Process Quality experience preferred (Intermediate to Advanced Level)
• Able to prioritize job assignments and multi-task various recurring and ad-hoc job requirements under minimal supervision
• Strong written and verbal communication skills. Excellent attention to detail
• Bachelor’s degree in Computer Science, Information Technology, Business/Public Administration or equivalent combination of related education and experience

Key Responsibilities:

SQL Database Reporting

• Creates, modifies, and runs intermediate to advanced SQL queries used to access data needed for audits, daily reports, and ad hoc tasks.

IT Product & Process Quality

• Responsible for processing the daily letter file and ensuring that all letters are sent to customers as required. Ensure that process and procedures are carried out accurately to eliminate any audit findings or potential external complaints by running proactive analyses/reports to ensure process is running efficiently.
• Submits new or existing letter drafts for approval by General Council and Compliance.
• Interacts with business partners at all levels including maintaining all regulatory and compliance standards, conveying requests to IT and Application Development, perform user and acceptance testing, and troubleshoot issues as they occur.
• Partners with other business units to assist in defining business requirements.
• Acts as the Liaison for one or more IT development teams working closely with Product Management.
• Works closely with multiple departments on ad-hoc letter requests.
• Updates all assigned procedure documentation and collaborate within the team and with internal and external partners to improve operational performance, compliance, and efficiency
• May assist with on-the-job training within the department.
• IT Process Quality work is focused on planning and implementing a framework to ensure error-free product.
• Planning and implementing programs to ensure all information systems products and services meet minimum organization standards and end-user requirements/
• Ensuring adequate product testing prior to implementation, devising improvements to current processes and procedures, developing models of possible future configurations
• Administering problem management process, including monitoring and reporting on problem resolution
• Devising improvements to current procedures. Performing work-flow analysis and recommending quality improvements

Salary Range:

$55,300.00 - $82,900.00

PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate. In addition to base salary, PRA may offer additional benefits to include performance based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.