• Gather, analyse, and document business and system requirements from tax, finance, and technology stakeholders • Translate business requirements into functional specifications, user stories, acceptance criteria, and system documentation • Model business and system processes using BPMN and UML • Analyse data flows, validation logic, approval workflows, reporting outputs, and integration dependencies • Use SQL to support data analysis, validation, issue investigation, and reporting logic verification • Support API and integration analysis, including mapping source systems, target structures, and business rules • Support backlog refinement, sprint planning, and delivery coordination • Coordinate communication between business users, tax experts, developers, QA, and delivery managers • Support tracking of actions, dependencies, blockers, and project timelines • Help organise workshops, status updates, and project documentation activities • Support testing activities including UAT preparation, defect clarification, and business validation • Maintain process maps, workflow descriptions, data mappings, and requirement documentation • Identify gaps, risks, and dependencies across business and technical areas.

• Own the end-to-end resolution of billing discrepancies by electronically filing and tracking disputes through their entire lifecycle for assigned vendors. • Serve as a proactive liaison between external vendors and internal auditors, facilitating clear communication to expedite solutions. • Maintain comprehensive client and vendor reporting. • Conduct targeted research into complex billing issues to support management’s strategic goals. • Play an integral role in efforts to meet both client and internal metrics/goals. • Develop and maintain an escalation list of contacts for assigned vendors. • Obtain or maintain portal IDs for vendors that require interaction through portals. • Understand the nuances associated with each vendor portal and how to navigate within them. • Run or provide support to management on vendor calls. • Proactively work to understand major dispute issues associated with assigned vendors. • Execute BOTs that automate processes and support further automation as opportunities arise.

• Utility Payment Evaluation: Research and, if necessary, make payment on urgent past due notices and high priority issues for any account that could be in jeopardy of service shut off. Utilize internal TEOCO systems to document payment activity to ensure accurate financial governance. Utilize specific client systems to gather data that will support decision making. Analyze collected data to determine if emergency payment is required. Candidate will conduct Vendor/Supplier outreach, as necessary, plus undertake collaboration with internal teams. Handle root cause analysis and incorporate lessons learned from past incidents. • Functional Management: Function as a back-up to management when current manager is out or not available for certain time periods. Provide mentorship to other team members. Assist with documentation of processes and training of new employees as needed. • Become a SME in TEOCO, client, and payment partner systems, include querying tools. Demonstrate solid Excel skills. • Complete reporting and analysis as directed by management: Weekly Bank Reconciliation Report; Weekly Credit Card Reimbursement Reconciliation; Assign and Monitor the monthly Multiple 911 Report; Weekly Aging EFT Payment Report; Accrual Report Distribution. • Successfully interface with payment partner (tickets, queries, hotline, reporting, recurring calls, escalation issues) as needed.

Role Description We are looking for a driven, detail-oriented, and analytical QA Analyst to support our Mortgage Program. In this role, you will play a critical part in ensuring service excellence by evaluating customer interactions, driving quality compliance, and influencing process improvements that directly impact customer satisfaction and business performance. This is a high-visibility role where you will not only assess quality but also help shape the overall customer experience strategy through insights, collaboration, and continuous improvement initiatives. - Champion Quality Analyst by monitoring, evaluating, and ensuring consistent quality across customer interactions within the mortgage program. - Drive quality performance by ensuring adherence to established processes, compliance standards, and service guidelines. - Analyze trends and insights from customer interactions and operational data to identify gaps, risks, and improvement opportunities. - Influence process improvements by recommending actionable strategies that enhance efficiency, accuracy, and customer satisfaction. - Deliver meaningful reports to leadership with clear, accurate, and timely insights on performance and quality metrics. - Strengthen stakeholder relationships by collaborating closely with operations, training, and client teams to align expectations and resolve recurring issues. - Support team capability building by sharing feedback, coaching insights, and best practices to improve overall team performance. - Contribute to business impact by ensuring quality initiatives directly support KPI achievement and service excellence goals. Qualifications - At least 1 year experience in quality assurance, process improvement, or operations support (BPO financial/mortgage experience is an advantage). - Strong analytical mindset with the ability to interpret data, identify patterns, and recommend improvements. - Proficiency in MS Office (Excel, Word, PowerPoint) for reporting and analysis. - Excellent communication skills — able to present insights clearly in both written and verbal formats. - Ability to work in a fast-paced, performance-driven environment with strong attention to detail. - Proven ability to build trust and collaboration with peers, stakeholders, and leadership teams. - A proactive, solution-oriented mindset with a strong sense of ownership and accountability. - Experience in customer experience, quality assurance, or process transformation is highly valued. Benefits - Be part of a high-impact Mortgage Program where your insights directly shape customer satisfaction. - Work in a collaborative environment that values innovation, data-driven decisions, and continuous improvement. - Gain exposure to leadership-level reporting and cross-functional initiatives. - Opportunity to grow into senior roles within Quality, Operations, or Customer Experience leadership tracks.