Quality Analyst

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Job Summary

Quality Analyst Elite Banker

Key Responsibilities

• Conduct quality evaluations of Elite Banker interactions (calls, emails, chats, meetings).

• Assess adherence to service standards, compliance requirements, and best practices.

• Provide detailed feedback and coaching insights to Elite Bankers and leadership.

• Identify trends, gaps, and root causes impacting service quality.

• Prepare quality reports, scorecards, and performance dashboards.

• Collaborate with training and operations teams to drive continuous improvement.

• Support audits, compliance reviews, and regulatory requirements.

• Recommend process improvements to enhance client satisfaction and efficiency.

Required Qualifications

• Bachelors degree in Finance, Business, Banking, or related field.

• 25 years of experience in Quality Assurance, Banking Operations, or Wealth Management.

• Strong knowledge of elite/priority banking services and compliance standards.

• Excellent analytical, documentation, and communication skills.

• Experience with quality monitoring tools and CRM systems.

• High attention to detail and ability to handle confidential information.

Preferred Qualifications

• Experience supporting High Net Worth (HNW) or Ultra HNW clients.

• Certification in Quality Management or Six Sigma (preferred).

• Prior experience in coaching or performance management.

Key Skills

• Quality Auditing & Analysis

• Compliance & Risk Awareness

• Client Experience Management

• Reporting & Data Analysis

• Stakeholder Communication

What We Offer

• Competitive compensation and benefits

• Career growth in Elite/Wealth Banking

• Collaborative and high-performance work environment