Senior Quality Analyst

Role Overview

• This job is responsible for performing and reviewing quality audits and monitoring and evaluating the quality of client interactions.
• Key responsibilities include analyzing quality issues and performance measures for management review.
• Providing feedback and formal education for employees or clients.
• Reviewing casework to determine if actions and decisions meet regulatory requirements.
• Leading the administration of defined procedures, analysis and report generation, and exception processing.
• Performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations.
• Performing ILQA reviews for ~ 30+ requests daily, following a strict prioritization process to ensure timelines are met.
• Validating required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed.
• Monitoring communication channels (Outlook, Skype, Teams, etc.) for workflow updates, partner inquiries, status requests, escalations, and business updates.
• Responsible for performing quality audits and/or for reviewing evaluations completed by team managers.
• Analyzing and understanding data and translating into coaching feedback by providing feedback to team managers and as input to formal associate education.
• Identifying trends, escalating problems, and taking action.
• Communicating with leaders on team performance and trends.
• Organizing review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency.

Requirements

• Minimum 2 years of Customer Service experience
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organizational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with client begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• An intermediate ability in computer skills.

Benefits

• This role is currently benefits eligible.
• We provide industry-leading benefits.
• Access to paid time off.
• Resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.