Associate, Retail Channels (Call Center Quality)

The Associate, Retail Channels (Quality) evaluates contact center performance, audits high-risk transactions for compliance and customer expectations, and identifies opportunities for improvement across customer interactions. This role involves monitoring inbound and outbound calls against established Quality Assurance standards, providing feedback to management, and ensuring adherence to banking regulations and internal policies. Responsibilities also include analyzing quality trends to drive process improvements and maintaining professional knowledge of industry standards.