QA Process & Infrastructure Analyst

About Us
Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Position Purpose

The QA Process & Infrastructure Analyst helps the Commercial Banking Quality Assurance team improve how work is documented, monitored, measured, and governed. This role evaluates current-state processes against future-state needs, identifies gaps in procedure, ownership, data quality, control execution, and reporting visibility, and helps translate those findings into repeatable standards, usable documentation, workflow resources, KPI routines, and practical recommendations that promote consistent execution, sustainable remediation, and sound business discipline. The successful candidate will operate between business operations, QA leadership, Compliance, and process owners to turn fragmented practices into clear expectations and measurable operating routines.

Position Responsibilities

Operational Excellence, Process Governance & Documentation Infrastructure

• Assess current-state processes against future-state operating needs to identify gaps in procedure, handoffs, ownership, controls, data capture, and execution consistency.
• Develop process governance practices that clarify roles, decision points, escalation paths, review routines, and accountability across QA-supported Commercial Bank processes.
• Help define KPI development priorities and monitoring needs tied to process adherence, repeat findings, remediation progress, control execution, data quality, and operational performance.
• Evaluate data standards, source information, quality issues, and reporting dependencies that affect QA insight, documentation accuracy, control visibility, and management decision-making.
• Build and maintain the QA documentation library, including SOPs, workflow documents, process maps, job aids, checklists, templates, version control practices, and supporting resources.
• Translate QA findings, control expectations, operational requirements, and improvement opportunities into practical standards that reduce ambiguity, strengthen process discipline, and promote operational excellence.

Current-State/Future-State Analysis & Implementation Support

• Support process improvement and implementation readiness by documenting current-state challenges, future-state opportunities, remediation actions, and new operating routines.
• Help define and organize QA priorities by identifying operational pain points, recurring themes, control gaps, process ownership needs, and infrastructure improvements.
• Partner with process owners to document end-to-end workflows, clarify handoffs, strengthen procedural controls, and support practical implementation of revised standards.
• Track adoption of new or revised procedures, identify barriers to sustained implementation, and escalate issues requiring leadership attention or cross-functional alignment.

QA, Compliance & Stakeholder Partnership

• Partner with QA leadership, Compliance, process owners, operations, and business stakeholders to formalize procedures, strengthen governance routines, and support remediation follow-through.
• Support lower-level controls testing, documentation review, quality system maintenance, and control validation activities in partnership with Compliance as needed.
• Help business partners understand QA expectations by converting findings, requirements, and process standards into practical, usable guidance.
• Maintain strong working relationships across Commercial Bank teams to promote accountability, consistent execution, continuous improvement, and operational discipline.

KPI Development, Data Standards & Quality Insights

• • Help define KPIs, monitoring routines, and performance indicators that allow QA leadership to evaluate process adherence, repeat findings, remediation progress, data quality, and operational risk trends over time.
  • Review QC outputs, reporting themes, and recurring process issues to identify standardization opportunities, root cause themes, control gaps, and future-state improvement priorities.
  • Evaluate existing data standards, definitions, source information, and quality issues that impact QA reporting, documentation accuracy, and management visibility.
  • Recommend improvements to data capture, reporting consistency, documentation structure, and workflow discipline to strengthen the reliability of QA insights and operational decision-making.
  • Support leadership reporting by preparing clear summaries of documentation status, gap areas, KPI themes, remediation progress, process risks, and operational excellence opportunities.

Required Education and Experience       

• Bachelor’s degree in Business, Operations, Risk Management, Compliance, Finance, Data Analytics, or a related field is preferred.
• 3+ years of experience in quality assurance, process improvement, operational excellence, operations, risk, controls, process governance, or related financial services functions.
• Demonstrated ability to create SOPs, workflow documents, process maps, job aids, checklists, procedural guidance, and supporting documentation resources.
• Experience assessing processes, identifying gaps, documenting current-state and future-state opportunities, and recommending practical improvements to strengthen operational discipline.
• Understanding of operational risk, control environments, remediation practices, process governance, data quality, and sustainable operating model development.

Preferred Education and Experience

• Experience with operational excellence, process redesign, remediation adoption, or new operating routines.
• Familiarity with banking operations, branch procedures, deposit or loan operations, digital banking, or Commercial Bank workflows.
• Experience managing documentation libraries, version control, process inventories, review cycles, and ownership routines.
• Working knowledge of QA/QC reporting, dashboards, KPIs, data definitions, data standards, or trend analysis.
• Skills in process mapping, root cause analysis, Lean concepts, Excel, reporting tools, or data cleanup.

Qualifications and Skills

• Strong understanding of commercial banking products, operations, process flows, and control expectations.
• Strong communication and stakeholder engagement capabilities.
• Excellent organizational skills and attention to detail.
• High aptitude for problem solving, root cause analysis, and identifying operational improvement opportunities.
• Ability to define documentation needs, KPI concepts, data standards, and process governance expectations that support operational excellence.
• Self-driven and detail-oriented approach.
• Ability to solve or escalate issues with sound judgment.
• Ability to work in cross-functional teams and build strong relationships with QA, Compliance, operations, data/reporting stakeholders, and process owners.

Compensation

• Base Salary Range: $33.56- $41.95 hourly. Final determination of where you are at in the salary range is based on numerous factors such as geographical location, relevant experience, skill set, education, and ability to meet qualifications within the job description. 
• Additional Compensation: This role will include a yearly annual target bonus based on individual performance.
  
  

Working Arrangements

• Full-time Hybrid role. This person will ideally sit out of our Rockville, MD headquarters location. 
  
  

Why Join Us?

• Join a growing company with a culture that fosters an entrepreneurial spirit
• Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more? 
• Company Contributions to your 401k - Regardless of your contribution
• Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
• Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities 

Supporting Businesses. Helping People. Strengthening Communities. 
Capital Bank, N.A. is an E-Verify, Affirmative Action and Equal Opportunity Employer.