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About the Role

The Contact Center Quality Assurance (QA) Analyst evaluates the quality, accuracy, and effectiveness of customer interactions handled by contact center employees. This role ensures adherence to standards, regulations, and policies while promoting a positive customer experience. The QA Analyst analyzes performance metrics and feedback to identify coaching opportunities and recommend process improvements, supporting operational excellence and compliance.

Responsibilities

Conduct quality monitoring and evaluation of inbound and outbound customer interactions to ensure adherence to regulatory requirements, product guidelines, policies, procedures, and established service standards.
Assess and analyze customer in-session message responses, identifying trends and providing actionable insights to Digital Banking leadership.
Review, investigate, and resolve complex service-related inquiries from internal and external customers.
Leverage quality monitoring systems to evaluate, compile, and track individual and team performance metrics.
Analyze customer sentiment, call drivers, and performance data to identify trends, risks, and opportunities for operational improvement.
Prepare, interpret, and analyze internal and external quality assurance reports for management review and decision-making.
Provide consultative feedback and recommendations to call center leadership to support performance improvement initiatives.
Coach and mentor staff to enhance service quality, strengthen performance, and support the achievement of departmental goals and service standards.
Deliver insights and recommendations derived from monitoring activities and analytics to support improvements in training, service delivery, and operational effectiveness.
Evaluate the effectiveness of the Quality Assurance Program and recommend enhancements to strengthen processes, controls, and overall performance outcomes.
Perform other duties as assigned.

Requirements

At least 4 years of call center experience preferred.
Excellent verbal, written, and interpersonal communication skills, with the ability to build effective relationships and communicate professionally across all levels of the organization.
Demonstrated commitment to delivering exceptional customer service and consistently enhancing the customer experience.
Strong listening, analytical, and problem-solving skills, with the ability to evaluate information and identify effective solutions.
Ability to analyze, synthesize, and identify trends within data, translating insights into actionable recommendations.
Proven ability to manage multiple priorities and perform effectively in a fast-paced, collaborative environment.
Capable of working independently while contributing effectively to cross-functional teams and organizational initiatives.
Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
Visa sponsorship not available.

Skills

Communication skills
Customer service
Problem-solving skills
Data analysis
Microsoft Office Suite

Location

Garden City, NY

Work Type

Onsite

Experience Level

4 years of call center experience preferred

Education Level

Bachelor’s degree preferred, or an equivalent combination of education and experience

Salary/Compensations

$60,000 - $80,000

Equal Opportunity

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.