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Join Our Team – Be the Voice of Quality at Family Bank!
Are you passionate about delivering service excellence and upholding high standards in systems and processes? Family Bank is seeking a detail-oriented Quality Assurance Analyst to join our Customer Experience team. This is your opportunity to play a key role in ensuring customer interactions align with our quality, compliance, and service expectations.
Position: Quality Assurance Analyst
Reports to: Head of Customer Experience
Job Purpose:
The Quality Assurance Analyst will be responsible for monitoring and evaluating customer interactions across multiple channels — including calls, emails, and social media — to ensure compliance with internal policies, industry standards, and regulatory requirements. The role aims to drive continuous improvement across customer experience touchpoints.
Key Responsibilities:
- Monitor customer interactions (voice, email, social media) using quality frameworks and scoring tools.
- Evaluate agent performance based on communication, adherence to scripts, empathy, problem-solving, compliance, and product knowledge.
- Provide structured, objective feedback to agents, highlighting strengths and improvement areas.
- Conduct calibration sessions with peers and team leaders for consistent evaluation standards.
- Partner with trainers and team leaders to deliver feedback-driven coaching and training.
- Analyze quality data to identify training needs, process gaps, and customer experience improvements.
- Review and update quality assurance processes and documentation regularly.
- Ensure all evaluations adhere to company policies, legal, and regulatory standards.
- Perform other duties as assigned by the Customer Experience Manager or Head of Customer Experience.
What We’re Looking For:
- A professional with at least 2 years’ experience in a high-volume customer service or contact center environment.
- Familiarity with CRM systems, quality monitoring tools, and data analysis software (e.g., advanced Excel).
- Strong understanding of the bank’s products and services.
- Outstanding communication skills — both verbal and written.
- Strong interpersonal skills with a talent for giving constructive feedback.
- Demonstrated ability to listen actively, analyze trends, and deliver improvements.
- High integrity and confidentiality in handling customer information.
- Proven ability to work independently and within teams, with a detail-oriented and goal-driven mindset.
- Commitment to excellence, teamwork, and a performance-driven culture.
