Contact Center Quality Analyst

Location 102 MOTOR PARKWAY, HAUPPAUGE, NY, 11788-5109, United States Job Category Contact Center Employee Type Regular Full Time Required Degree High school Manage Others No Join Our Team For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles. Summary The Quality Assurance Analyst monitors, evaluates, and analyzes inbound and outbound interactions (calls, chat, email, etc.) to identify performance trends, procedure adherence, and high standards for service delivery. Education and/or Experience High School or GED required, Associates degree preferred Minimum three years’ call center or analytical experience in financial services required Analytical and data interpretation skills required CRM Salesforce experience required Proficient in Microsoft Office Spanish speaking preferred Strong organizational skills and detail oriented Customer Service Metrics | Statistical Reporting | Training Needs Analysis | Performance Metrics | Service Level Agreements (SLA) | Real Time Call Monitoring | Customer Service Monitoring Software Job Responsibilities Observe interactions (calls, emails, chats, etc.) and analyze data observed to create trending insights and provide recommendations for improvements Evaluate and monitor levels of staff effectiveness to assist leadership team to create improvement action plans Track issues in the quality monitoring systems and analyze the results Identify and develop recommendations for improvement of process from member standpoint during interaction evaluations Report on contact center performance for sales and service delivery Provide feedback to improve performance and develop training programs Perform other duties as assigned by immediate supervisor Benefits of Joining the Teachers Team We provide a competitive compensation and benefits package that includes, but is not limited to: Paid time off for vacation, personal days, and holidays Fully-funded pension plan 401(k) company contribution Teachers pays 100% of Dental & Vision premium Tuition reimbursement is offered to full-time employees Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers The good faith range for this position is $24.80 - $29.00 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law. All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. #J-18808-Ljbffr Cooper Farms Inc.