Contact Center Quality Assurance Analyst

Job description

Garden City, NY Salary Range - $60,000 - $80,000 The Contact Center Quality Assurance (QA) Analyst is responsible for evaluating the quality, accuracy, and effectiveness of customer interactions handled by Apple Bank’s contact center employees. Through the review and monitoring of telephone and online banking chat interactions, the QA Analyst ensures adherence to customer service standards, banking regulations, and internal policies and procedures, while promoting a consistent and positive customer experience. Working closely with the Quality Assurance Manager, the QA Analyst analyzes quality monitoring results, performance metrics, customer feedback, and interaction trends to identify coaching and development opportunities, recommend process improvements, and support continuous enhancement of contact center performance. This role also prepares and delivers quality assurance reporting, analytics, and actionable insights to management and staff, contributing to operational excellence, regulatory compliance, and overall program effectiveness. ESSENTIAL DUTIES & 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. SKILLS, EDUCATION, EXPERIENCE Bachelor’s degree preferred, or an equivalent combination of education and experience, with 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. 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.