Quality Control Supervisor

POSITION SUMMARY:

The Quality Control Supervisor provides leadership, strategic direction, and daily operational oversight for Quality Control (QC) processes across Deposits, Retail, and Commercial/Agriculture business lines. This position is responsible for supervising multiple Quality Control Analysts, ensuring that QC processes are accurate, timely, compliant, and aligned with business objectives.

The Supervisor is accountable for interpreting QC results, identifying emerging trends, and transforming those insights into targeted process improvements, system enhancements, and supporting training with QC results. This requires close collaboration with Shared Services leaders, System Administrators, Compliance, Risk, Training, and front-line departments in Retail and Commercial banking.

By integrating QC findings with operational workflows and system configurations, this role plays a pivotal part in reducing errors, improving efficiency, and enhancing the customer experience, while ensuring adherence to all applicable regulatory and internal policy requirements. This role also encompasses project management responsibilities, including planning, coordinating, and executing initiatives tied to quality control, process improvement, and system integration. The Supervisor applies project management principles to ensure initiatives are delivered on time, within scope, and aligned with strategic objectives.

OBJECTIVES OF THIS ROLE:

• Provide leadership, direction, and performance oversight to Quality Control Analysts across multiple operational areas.
• Ensure QC processes and self-check programs meet regulatory requirements, industry standards, and internal policy guidelines.
• Align QC review results with training, process improvement initiatives, and system/workflow adjustments to enhance accuracy and reduce errors.
• Coordinate closely with Compliance, Risk, and Training departments to address audit findings and implement corrective actions.
• Apply project management methodologies to QC-related initiatives, ensuring structured planning, execution, and timely delivery.
• Oversee cross-functional projects impacting QC, including resource allocation, scheduling, and stakeholder coordination.
• Ensure projects incorporate regulatory compliance requirements and operational best practices into all phases of the project lifecycle.
• Produce timely, accurate, and actionable QC reporting for management, senior leadership, and regulatory review.
• Foster a culture of quality, accountability, and continuous improvement within Shared Services.

RESPONSIBILITIES:

Quality Control Operations

• Direct oversight of QC processes across Deposits, Retail, and Commercial/Agriculture, including prefunding, post-closing, secondary market, and deposit documentation reviews.
• Establish QC review schedules, ensuring consistent and timely completion of all assignments.
• Maintain QC standards that align with internal policy, regulatory requirements, and investor guidelines.

Audit & Examination

• Coordinate with Project Manager to provide project plans tied to regulatory reviews, ensuring milestones and deliverables are achieved on schedule.
• Coordinate with File Management for document gathering, response drafting, and follow-up activities to address audit exceptions.
• Maintain organized, audit-ready documentation of all QC activities.

Reporting & Analysis

• Compile, analyze, and present QC results, identifying patterns, systemic issues, and opportunities for improvement.
• Develop and distribute monthly and quarterly QC reports, dashboards, and scorecards for departmental and executive review.
• Maintain centralized QC tracking databases to ensure transparency and accuracy in reporting.

Process Improvement & Systems Integration

• Participate and assist in managing projects focused on system enhancements, workflow updates, and cross-departmental process improvements using formal project management practices.
• Work closely with System Administrators to integrate QC requirements into banking software workflows and configurations.
• Participate in change management processes, including UAT (User Acceptance Testing), release planning, and post-implementation validation.
• Recommend and assist in implementing system enhancements that reduce error frequency and improve QC efficiency.

Training & Communication

• Manage training and communication projects resulting from QC findings, ensuring structured rollouts and adoption tracking.
• Partner with the Training Department to deliver the data and reporting needed, allowing them to design and deliver targeted training programs based on QC findings.
• Communicate QC results to relevant department leaders, providing actionable recommendations.
• Assist Department Leaders in developing and execute communication plans to ensure that QC process updates are understood and adopted bank-wide.

Compliance & Confidentiality

• Ensure all QC activities comply with FFIEC, FDIC, OCC, and other applicable regulations.
• Adhere to all requirements under BSA, AML, OFAC, USA PATRIOT Act, CIP, and CDD programs.
• Maintain strict confidentiality of customer data in accordance with GLBA and bank privacy policies.
• Other duties as assigned

LEADERSHIP:

• Promote and encourage F&M culture and values; promotes a highly engaged and productive work environment, where employees feel comfortable speaking up about issues and can realize their best lives.
• Directly leads 3-5 Quality Control Analysts who provide specialized support for Deposits, Commercial Ag, and Retail providing guidance, regular performance feedback, & development planning

QUALIFICATIONS:

• Demonstrated experience managing projects, including planning, execution, monitoring, and post-implementation review.
• Associates Degree, Bachelors degree preferred, in Business Administration, Finance, or related field, or equivalent combination of education and experience.
• Minimum of 3 years’ experience in banking operations, quality control, or compliance, with at least 2 years in a supervisory role.
• In-depth knowledge of deposit, retail, and commercial banking operations.
• Strong leadership skills with the ability to motivate and develop high-performing teams.

ADDITIONAL REQUIREMENTS:

• Excellent analytical skills with the ability to identify patterns, draw conclusions, and recommend solutions.
• Exceptional written and verbal communication skills, capable of tailoring messages to diverse audiences.
• Proficiency with banking core systems, QC tools, and reporting software.
• Strong organizational skills and ability to manage multiple priorities in a deadline-driven environment.
• High attention to detail and accuracy in work product.

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

LEADERSHIP COMPETENCIES:

• Managing Conflict: Listens well, diffuses conflict before it starts, finds solutions to problems in a constructive manner, handles difficult people.
• Agility: Ability to respond to changing conditions quickly with mechanisms in place to manage, mitigate, and minimize disruption.
• Leading Change: Champions organizational change initiatives. Assesses and adjusts to changing situations, implementing innovative solutions to make organizational improvements.
• Leading People: Designs and implements strategies that maximize employee potential in meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters the development of others to their full potential.