Quality Senior Analyst Licensed

TIAA•Charlotte, NC

2d•$23 - $33•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
University (Degree) Preferred

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.