Perform ongoing QA of Regulation E-related business processes: extract/validate data, conduct sample testing and call/case reviews, score disputes and tickets, identify trends, support remediation, report findings, and collaborate with stakeholders to ensure regulatory compliance and continuous improvement.

Designs, develops, and delivers instructor-led and e-learning training, onboarding, and train-the-trainer programs. Partners with subject-matter experts, analyzes training gaps, manages LMS/e-learning tools, ensures system access, and leads engagement survey analytics and action planning.

Monitor real-time contact center queues and workforce metrics, prepare performance and trend reports, analyze data for forecasting and capacity planning, create and optimize schedules in WFM tools, process schedule requests, collaborate with operations to address staffing, and maintain WFM data accuracy and compliance.