Quality Senior Analyst Licensed

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.

• 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.

• University (Degree) Preferred

• 3+ Years Required; 5+ Years Preferred

• SRC Indicator:
  Series 6 or 7;
  Series 63

• Physical Requirements:
  
  Sedentary Work

Career Level 7IC

• 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

• 5 or more years of experience in financial services
• 5 or more years of Quality assurance and auditing experience

Accountability, Automation, Business Acumen-Based Communication, Business Process Understanding, Client Relationship Management, Communication, Critical Thinking, Data-Based Decision Making, Detail-Oriented, Investment Compliance, Prioritizes Effectively, Problem Solving

Anticipated Posting End Date:

Base Pay Range: $23.32/hr - $32.64/hr

Actual base salary may vary based on relevant experience, time in role, internal peer comparison, performance, business sector, and geographic location. Incentive programs may be offered depending on role.

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.

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