• Independent quality reviews for transaction processing functions; new hire and refresher trainings

• SLA review and oversight

• Real time coaching of transaction processors continuously improves organizational quality over time with an upward trend YOY

• Having an independent quality and training model strengthens our ability to bid more competitively and win more business through RFP

• Partnership with controls organization is necessary to ensure sample sizes are 1. appropriate for audit and regulatory compliance and 2. meets financial threshold requirements

• UAT for relevant applications

• SMEs for business requirements

• Participate in remediation efforts

• Manage support mailboxes