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Sr Quality Analyst Bank

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.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 2+ Years Required; 3+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

6IC

Preferred Qualifications:

• Great Customer Service and Communication skills

• Data entry experience

• Ability to multi-task and work in a team environment

• Bank knowledge and/or experience

This position is Hybrid. Hybrid work requires working in the office four days per week with one flexible day to work remotely.

Posting end date: 2/18/2025

Job Seeker Notice

EverBank, N.A. ("EverBank") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

EverBank's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

VEVRAA Federal Contractor

Member FDIC

Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

Pay Range $23 - $31

EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.