Senior Quality Analyst

TIAA

Quality Senior Analyst measuring and analyzing call center performance for TIAA. Working with limited supervision to ensure service quality and operational effectiveness.

Posted 6/30/2026full-timeCharlotte • North Carolina, Texas • 🇺🇸 United StatesSenior💰 $23 - $33 per hourWebsite

About the role

Key responsibilities & impact

Monitors and evaluates the quality of call response times, customer hang-ups and agent contacts
Implements strategies and initiatives to maintain the highest service standards
Documents and presents quality issues and performance measures for management review
Distributes customer satisfaction surveys and conducts customer focus groups
Makes recommendations regarding tools, techniques or processes that will enhance service quality
Evaluates customer information management systems and processes

Requirements

What you’ll need

3+ years of experience in financial services
3+ years of Quality assurance and auditing experience
3+ years of experience working in TCC
FINRA Registrations: Series 6 or 7; Series 63
Bachelor's degree preferred

Benefits

Comp & perks

superior retirement program
highly competitive health, wellness and work life offerings
comprehensive Total Rewards package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality MonitoringPerformance EvaluationCustomer Satisfaction SurveysData AnalysisProcess Improvement

Soft Skills

CommunicationProblem-SolvingStrategic Thinking

Certifications

FINRA Series 6FINRA Series 7FINRA Series 63