Lead Quality Analyst Banking

Lead Quality Analyst Banking The Lead Quality Analyst, Banking ensures the quality of the performance of call center associates who deal with existing and potential customers. As a subject matter expert in customer quality assurance, this job establishes and implements service standards to ensure quality, consistency, and strong performance in customer service. This job also analyzes customer services operational practices for effectiveness and practicality. Key Responsibilities and Duties • Oversees 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 the organization's strategies and initiatives to maintain the highest service standards, operational effectiveness and efficiency of the contact center and customer service team. • Improves customer service quality results by study, evaluating, and re-designing processes. • Coordinates service metrics and monitors results to ensure call center is delivering on customer service objectives. • Ensures that recommendations from senior management, such as tools, techniques and processes, are implemented and enhance service quality. • Oversees the evaluation of customer information management systems and processes across all channels to ensure customer data integrity and privacy is maintained. • Coaches, reviews and delegates work to lower-level customer quality assurance professionals. Minimum Requirements: • Experience reviewing associate call reviews. • Ability to research and handle quality disputes • A passion for improving customer service quality results Preferred Qualifications: • 5+ years of experience working as a Quality Analyst within the Banking industry • Knowledge of IBS system • Detail-oriented with the ability to coach improvements needed for business writing Educational Requirements • University (Degree) Preferred Role Specific Work Experience • 5+ Years Required; 7+ Years Preferred Physical Requirements • Physical Requirements: Sedentary Work Hours of work:Monday - Friday 7:30 am to 4:30 pm This position is Hybrid. Hybrid work requires working in the office four days per week, with one flexible day to work remotely. Career Level 8ICRequirements: Posting end date: 8/1/25 Req Benefits: EverBank, N.A. and Sterling Bank and Trust, a division of EverBank, N.A. (together, the "Company") is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. The Company's comprehensive Total Rewards package provides choice and flexibility and respects differences. The following benefits are available through the Company: • Medical, dental, vision & HSA/FSA • 401(k) savings • Paid holidays & generous PTO • Additional wellness & voluntary benefits Additional Company-provided benefit options (subject to plan terms): • Tuition reimbursement • Commuter Benefits • Life and Disability Insurance Compensation: $27 - $36 Additional Details : EverBank, N.A. and Sterling Bank and Trust, a division of EverBank, N.A. (together, the "Company") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers. The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money. VEVRAA Federal Contractor Member FDIC Notice to Job Seekers