TIAA Bank Senior Quality Analyst Banking in Jacksonville, Florida
The Senior Quality Analyst Banking assesses the quality of the performance of call center associates who deal with existing and potential customers. Under general supervision, this job measures and analyzes call center performance and customer information management practices versus established benchmarks to ensure customers are receiving quality customer support.
Key Responsibilities and Duties
Monitors call response times, customer hang ups, and agent contacts to ensure quality customer service and compliance with call center standards and procedures.
Listens to a substantial amount of call recordings as well as performing quality checks on all written and electronic correspondence.
Evaluates customer information management systems and processes across all channels to ensure customer data integrity and privacy.
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.
Prepares reports and feedback on quality findings for distribution to supervisors/team leaders.
Participates in design of call monitoring formats and quality standards.
- University (Degree) Preferred
- 3+ Years Required; 5+ Years Preferred
- Physical Requirements: Sedentary Work
- 3+ years of Banking experience
- 3+ years of Mortgage experience
Base Pay Range: $20.40/hr. - $34.00/hr.
Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.Â In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).Â
As a part of TIAAâs Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.Â
TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.
Benefits and Total Rewards
The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. Thatâs why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf) .
We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
Read more about the Equal Opportunity Law here (https://www.dol.gov/general/topics/posters) .
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.Â
If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:Â
Phone: (800) 842-2755
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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.