Quality Assurance Analyst I Job Vacancy in TIAA Denver, CO – Latest Jobs in Denver, CO

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Company Name : TIAA
Location : Denver, CO
Position : Quality Assurance Analyst I

Job Description : The Quality Assurance Analyst I job is responsible for amassing and reviewing performance call center data that will guide upper level management and directors on making conclusions regarding the call center processes and customer information management practices. Working under close supervision, this job supports call center performance and customer information management practices versus established benchmarks to ensure customers are receiving quality customer.

Key Responsibilities and Duties

Amasses data about call response, customer hang ups, and agent contacts to ensure quality customer service and compliance with call center standards and procedures.
Supports processes to assess a substantial of call recordings as well as performing quality checks on all written and electronic correspondence.
Assists with the review of customer information management systems and processes across all channels to ensure customer data integrity and privacy.
Supports distribution of customer satisfaction surveys and assists in managing customer focus groups to identify and analyze service quality issues.
Helps with researching evidence to back up recommendations regarding tools, techniques or processes that will enhance service quality.
Applies knowledge to create reports and feedback on quality findings for distribution to supervisors and team leaders.
Seeks advice from senior management regarding challenging technical call center quality checks and other problems that require a deeper understanding.

Educational Requirements

University (Degree) Preferred

Work Experience

No Experience Required

Physical Requirements

Physical Requirements: Sedentary Work

Career Level

5IC

Conduct monitoring of assigned functions or processes (i.e. monitor Operations (I&I Ops) transactions and assess knowledge in servicing clients by reviewing client cases and front / middle / back office work flow and processing results)
Manage assigned sample of cases to review and report findings, maintaining specified production and efficiency metrics to ensure consistent and reliable utility of service quality metrics
Formulate ideas, develop processes, provide input to new or different quality metrics, conduct research and communicate results to analyze performance within assigned areas
Identify and inform 1st level line management of ongoing improvement opportunities in service delivery within assigned areas
Document and rationalize basis for findings to ensure transparency and rationale for findings
Assist in the development and updating of SOPs and Standard Work for assigned lines of business

Potential Salary: $28.60 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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Company Overview
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination
TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards
The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary .

Equal Opportunity
We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here .

Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755
Email: accessibility.support@tiaa.org

Privacy Notices
For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.

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