Summary

The Corporate Quality Assurance, Senior ensures compliance and operational excellence across Shift4 by leading inspections, investigations, and corrective action processes. This role conducts forensic reviews of technical and operational workflows, evaluates customer and partner-facing incidents, and develops corrective action reports for executive staff. By addressing issues across call centers, merchant relations, deployments, installations, and technology platforms, this role safeguards compliance, improves customer experience, and drives lasting corrective measures.

Responsibilities:

• Investigations & Compliance
  
  
  • Conduct virtual and on-site inspections of equipment installations and operations to verify compliance with industry standards and Shift4 policies.
    
    
  • Review technical documents including call recordings, ticketing systems, CRM/ERP data, and system logs to assess root causes.
    
    
  • Investigate customer complaints and operational concerns with a structured Root Cause Analysis (RCA)
    
    
• Corrective Actions
  
  
  • Develop, assign, and oversee corrective action plans to ensure timely closure and long-term effectiveness.
    
    
  • Author high-quality corrective action reports for executive review.
    
    
  • Supervise cross-divisional corrective action initiatives, ensuring speed, thoroughness, and cost balance.
    
    
• Audit Readiness
  
  
  • Support internal, regulatory, and customer audits as a subject matter expert.
    
    
  • Ensure compliance documentation is current and audit findings are resolved effectively.
    
    
• Process Improvement
  
  
  • Identify performance gaps and implement process improvements.
    
    
  • Draft and revise standard operating procedures (SOPs) and technical documents as needed.
    
    
• Collaboration & Communication
  
  
  • Partner with cross-functional teams to address quality issues efficiently.
    
    
  • Report findings, corrective actions, and metrics to the Quality Assurance Manager.
    
    
  • Demonstrate the Shift4 Way: Boldness, Excellence, Ownership, and Trust.
    
    

Qualifications:

Required

• 3+ years of experience in quality assurance.
  
  
• Strong knowledge of RCA, investigations, and corrective action processes.
  
  
• Ability to audit and evaluate documentation tools for accuracy and compliance.
  
  
• Strong communication skills, both written and verbal.
  
  
• Excellent organizational and time management abilities.
  
  
• Ability to work independently while collaborating effectively across teams.
  
  

Preferred

• Certification in Lean Six Sigma or equivalent process improvement methodologies.