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Senior Quality Analyst
TIAAQuality 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
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance and auditing within financial services, with a focus on enhancing service quality through effective monitoring, evaluation, and strategic implementation. Proficient in customer information management systems and adept at utilizing customer feedback to drive improvements.
Highest-signal resume keywords
Quality AssuranceAuditing ExperienceCustomer Information ManagementFINRA Series 6 Or 7FINRA Series 63
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality MonitoringPerformance EvaluationCustomer Satisfaction SurveysData AnalysisProcess Improvement
Soft Skills
CommunicationProblem-SolvingStrategic Thinking
Certifications & Qualifications
FINRA Series 6FINRA Series 7FINRA Series 63
Industry Keywords
Financial ServicesTCCService StandardsCustomer Focus Groups
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