CARD SERVICES QUALITY ANALYST

Dollar Bank • Pittsburgh, PA • 3h ago

Reference #: 844353 The Card Services Quality Assurance Analyst is responsible for supporting the Card Services department leadership team including the Vice President, Assistant Vice President, Managers and Supervisors by collecting, compiling, analyzing, and evaluating operational and quality data. This role provides actionable insights and recommendations to improve service delivery, customer experience and operational efficiency.

Education and Experience Requirements:

High School Diploma, GED required. College degree preferred.

Five (5) years of work experience in financial services, customer service or card operations required.

Intermediate knowledge of banking industry regulations, compliance standards, and best practices required.

Experience working in a Contact Center office environment preferred.

Knowledge, Skill, and Ability Requirements:

Strong analytical skills with the ability to interpret data reports and translate finding into actionable insights.

Proficient in reporting tools, dashboards, and data visualization to clearly communicate performance results.

Effective written and verbal communication skills, including the ability to present data and recommendations to leadership.

Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.

Proactive approach to identifying opportunities for improvement and implementing solutions.

Ability to work with minimal supervision and exercise sound judgement when making recommendations.

Ability to work with a strong sense of urgency and responsiveness.

Ability to think strategically and be resilient with challenges.

Available for a rotating Schedule between 8:30am and 6:30pm Monday through Friday.

Essential Functions:

Collect, validate, and compile quality assurance and operational data to support leadership decision-making.

Analyze data trends, performance metrics, and quality results to identify opportunities for improvement.

Evaluate findings and present clear, data-driven recommendations to department leadership.

Manage, optimize, and support the Genesys Cloud platform, including reporting, dashboards, and performance analytics.

Deep dive into system generated and embedded data to assess agent performance, call quality, workflow effectiveness, and service level performance.

Use performance metrics to drive improvements in service levels, customer satisfaction, and overall productivity.

Partner with leadership and cross-functional teams to implement quality initiatives and process enhancements.

Monitor ongoing performance and effectiveness of implemented improvements and provide follow-up analysis as needed.

Monitor and analyze risks and opportunities to identify trends that can improve the Card Services Department's overall performance in both operational efficiency and quality management including initiatives to streamline all manual processes.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

EEO Statement Dollar Bank is an Equal Opportunity Employer. Minority/Female/Veteran/Disabled

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