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Quality Assurance Analyst

2 months ago

Jacksonville FL United States eTeam Full time

Job Title: IT Quality Assurance Analyst II

Job Location: Jacksonville, FL 32202 (hybrid 3 days a week onsite & 2 days remote)

Job Duration: 1 year + possible extension

Pay range: $33 to $35 an hour

Client: Banking Company

What would “a day in the life” of this role look like?

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.

What interaction level with this role have the team members and hiring manager?

Direct and daily interaction with team members and interaction with hiring manager daily during training and then when necessary.

What would you say is the top priority for the worker over the first few weeks/months?

Top priority will be Mail-Intake and ensuring complaints received are entered into our system of record timely and correctly

What do you foresee being the biggest challenge in this role?

Identifying complaint categories, bonafide errors and sales practice

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

Interviews

  • In person interviews

Job Description

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.

  • 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.