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Lead Quality Analyst Banking

The Lead Quality Analyst, Banking ensures the quality of the performance of call center associates who deal with existing and potential customers. As a subject matter expert in customer quality assurance, this job establishes and implements service standards to ensure quality, consistency, and strong performance in customer service. This job also analyzes customer services operational practices for effectiveness and practicality.

Key Responsibilities and Duties

+ Oversees the quality of call response times, customer hang-ups and agent contacts to ensure the call center is delivering customer service in compliance with standards and procedures.

+ Implements the organization’s strategies and initiatives to maintain the highest service standards, operational effectiveness and efficiency of the contact center and customer service team.

+ Improves customer service quality results by study, evaluating, and re-designing processes.

+ Coordinates service metrics and monitors results to ensure call center is delivering on customer service objectives.

+ Ensures that recommendations from senior management, such as tools, techniques and processes, are implemented and enhance service quality.

+ Oversees the evaluation of customer information management systems and processes across all channels to ensure customer data integrity and privacy is maintained.

+ Coaches, reviews and delegates work to lower-level customer quality assurance professionals.

Minimum Requirements:

+ Experience reviewing associate call reviews.

+ Ability to research and handle quality disputes

+ A passion for improving customer service quality results

Preferred Qualifications:

+ 5+ years of experience working as a Quality Analyst within the Banking industry

+ Knowledge of IBS system

+ Detail-oriented with the ability to coach improvements needed for business writing

Educational Requirements

+ University (Degree) Preferred

Role Specific Work Experience

+ 5+ Years Required; 7+ Years Preferred

Physical Requirements

+ Physical Requirements: Sedentary Work

**Hours of work:** Monday - Friday 7:30 am to 4:30 pm

This position is Hybrid. Hybrid work requires working in the office four days per week, with one flexible day to work remotely.

Career Level

8IC

Posting end date: 8/1/25

Job Seeker Notice

EverBank, N.A. and Sterling Bank and Trust, a division of EverBank, N.A. (together, the "Company") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

VEVRAA Federal Contractor

Member FDIC

Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

**Pay Range** $27 - $36

EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.