Quality Assurance Analyst

Stevendouglas - Jacksonville, FL

Full-time

Jacksonville, FL

Administrative and Support Services

About the position

The Quality Analyst Banking role focuses on assessing the quality of performance of call center associates who interact with customers. This position involves reviewing Outlook mailboxes for received complaints, documenting them in the system of record, and ensuring timely and accurate entry of complaints. The analyst will also evaluate customer information management practices and prepare reports on quality findings to enhance customer support.

Responsibilities

• Review Outlook mailboxes to enter received complaints.
• Upload correspondence into the system of record for input and handling.
• Document the Outlook mailbox based on the written life cycle.
• Review items in the system of record and identify the complaint category.
• Add a summary of the complaint to the system.
• Ensure timely and correct entry of complaints into the system of record.
• Assess the quality of call center associates' performance.
• Measure and analyze call center performance against established benchmarks.
• Evaluate customer information management systems for data integrity and privacy.
• Prepare reports and feedback on quality findings for distribution.

Requirements

• Bank Product knowledge
• Strong written and communication skills
• Critical thinking and time management skills

Nice-to-haves

• Complaint handling experience
• Confidence in communication
• Reliability and adaptability