Quality Assurance Analyst

1 month ago


Jacksonville, United States StevenDouglas Full time

  • Review of Outlook mailboxes to enter received complaints.
  • Upload correspondence into our system of record for input and handling.
  • Document Outlook mailbox based on written life cycle.
  • Review items in system of record and identify the complaint category and add summary of complaint.
  • Top priority will be Mail-Intake and ensuring complaints received are entered into our system of record timely and correctly

Required Skills

Top 3 Must-Haves (Hard and/or Soft Skills):

1. Bank Product knowledge

2. Written and communication

3.Critical Thinking and time management

Top 3 Nice-To-Haves (Hard and/or Soft Skills)

1. Complaint handling

2. Confidence

3.Reliability and Adaptability

The 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.

• Evaluates customer information management systems and processes across all channels to ensure customer data integrity and privacy.

• Prepares reports and feedback on quality findings for distribution to supervisors/team leaders.

• Performs quality checks on all written and electronic correspondences.



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