- Conducted quality call/account evaluation on a monthly basis. - Completed end to end review of accounts worked by production specialists to ensure compliance with bank regulations, policies, and procedures. - Provided feedback to the specialists through the evaluation form when necessary. - Conducted Targeted Review and Analysis to identify trends impacting customers and the business and come up with process improvement ideas. - Provided substantial feedback to update procedures and job aids for our Fraud Recovery teams to better support their day to day operations. - Conducted monthly Roster and Audit validation to ensure 100% completion of audits.