Customer Support Quality Analyst

Charlotte, NC

Type: Contract

Category: Quality Assurance (QA)

Industry: Financial Services

Reference ID: JN -022025-100946

Date Posted: 02/20/2025

Shortcut: http://careers.eliassen.com/oWjHEs

• Description

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Description:

Seeking a Customer Support Quality Analyst to join the team of my FinTech client , a company that provides financial tools and personalized recommendations to help users make informed financial decisions. This role is essential in ensuring high-quality member interactions by evaluating agent performance, analyzing workflows, and identifying process improvements. The ideal candidate will have quality assurance and training experience within a call center or customer service environment, along with strong analytical skills and a detail-oriented mindset.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $20 - $27 / hr. w2

Responsibilities:

• Evaluate member interactions to provide coaching and feedback to support agents.

• Conduct audits of previously graded tickets to ensure quality standards are met.

• Analyze customer satisfaction surveys to identify patterns and improvement areas.

• Collaborate with vendor partners to improve agent workflows, training, and tools.

• Lead QA calibration sessions and meetings with internal and external teams.

• Monitor vendor compliance with company policies and conduct audits for legal reporting.

• Document and refine QA workflows to enhance program efficiency.

• Respond to escalated support tickets as needed.

Experience Requirements:

• 3 years of experience in customer service, quality assurance, or member support.

• Experience with QA scorecards and performance monitoring.

• Strong analytical skills with experience working with and interpreting data.

• Comfortable leading meetings and collaborating with key stakeholders.

• Familiarity with MAC books and Google Docs preferred.

• Financial or banking experience preferred.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.

About Eliassen Group:

Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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