Quality Senior Analyst Licensed
TIAA•Charlotte, NC
•Onsite
About The Position
The Quality Senior Analyst Licensed job measures and analyzes call center performance and customer information management practices. As a licensed professional, this job works independently with limited supervision to make client service recommendations for quality improvement.
Requirements
- 3 or more years of experience in financial services
- 3 or more years of Quality assurance and auditing experience
- 3 or more years of experience working in TCC
- FINRA Registrations SRC Indicator: Series 6 or 7; Series 63
- Physical Requirements: Sedentary Work
Nice To Haves
- 5 or more years of experience in financial services
- 5 or more years of Quality assurance and auditing experience
Responsibilities
- Monitors and evaluates the quality of call response times, customer hang-ups and agent contacts to ensure the call center is delivering customer service in compliance with standards and procedures.
- Implements strategies and initiatives to maintain the highest service standards, operational effectiveness and efficiency of the contact center and customer service team.
- Documents and presents quality issues and performance measures for management review.
- Distributes customer satisfaction surveys and conducts customer focus groups to identify and analyze service quality issues.
- Makes recommendations regarding tools, techniques or processes that will enhance service quality.
- Evaluates customer information management systems and processes across all channels to ensure customer data integrity and privacy is maintained.
- Provides information and feedback to assist call center agents as needed.
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
