QA Analyst, Treasury Support Center

📁
Analytical
📅
262763 Requisition #

The St Louis Fed is one of 12 Reserve Banks serving all or parts of Missouri, Illinois, Indiana, Kentucky, Tennessee, Mississippi and Arkansas with branches in Little Rock, Louisville and Memphis. The St. Louis Fed’s most critical functions include: promoting stable prices and economic growth, fostering a sound financial system, providing payment services to financial institutions, supporting the U.S. Treasury's financial operations, and advancing economic education, community development and fair access to credit.


Overview

The Treasury Support Center (TSC) is seeking a Quality Assurance (QA) Analyst. The TSC is a contact center that supports Federal Program Agency (FPA) customers and supplier customers who use the Internet to access various Treasury applications. The QA Analyst is responsible for assessing the quality of phone and email interactions between our agents and customers including: monitoring inbound and outbound calls and emails to assess the agents overall performance and accuracy, review ticket information for accuracy, and reporting and identifying trends to the Training and Management teams for coaching opportunities.

Responsibilities 
  • Perform regular quality reviews of phone and email interactions between agents and customers, assessing the overall agent performance and accuracy
  • Perform regular ticket quality reviews to ensure accurate logging of calls and emails in the ticketing system
  • Use quality monitoring data to compile and track individual and team performance
  • Identify trends and training gaps to report to Training and Management teams for coaching opportunities
  • Prepare and analyze quality report for Management
Qualifications 
  • Bachelor’s Degree or commensurate experience
  • 2-3 years of relevant experience
  • Excellent analytical and problem solving skills with attention to detail accuracy
  • Strong oral and written communication skills
  • Strong customer service skills
  • Ability to maintain confidentiality and appropriately handle sensitive information
  • Strong interpersonal and conflict management skills
  • Ability to manage multiple projects and other duties in a timely manner
  • Experience with Microsoft Office products (e.g., Word, Excel, PowerPoint, Access, SharePoint)
  • Travel (5%)
  • Position requires US Citizen or lawful permanent resident with three or more years of US residency
Ranked as a Top Workplace, the Federal Reserve Bank of St Louis is committed to building an inclusive workplace, where employees’ diversity—in age, gender, race and ethnicity, sexual orientation, gender identity or expression, disability, as well as cultural traditions, religion, life experiences, education and socioeconomic backgrounds—are recognized as a strength. Embracing our diversity encourages employees to bring their valued perspectives to the table when generating ideas and solving problems, and promotes an environment where innovation and excellence thrive. Learn more about the Bank and its culture; check out our Careers Site.
 
 
 

The Federal Reserve Bank of St Louis is an Equal Opportunity Employer.

Previous Job Searches

Activity Feed

1136
Job shares through The Federal Reserve System
Someone applied to the Federal Reserve Law Enforcement Officer - Salt Lake City position. 5 hours ago
Someone applied to the IT Infrastructure Specialist position. 7 hours ago
Someone applied to the 2020 Summer Internship Program position. 8 hours ago
Someone applied to the 2020 Summer Internship Program position. 10 hours ago
Someone applied to the Associate Software Engineer position. 11 hours ago

Similar Listings

Missouri, St. Louis

📁 Analytical

Requisition #: 262455

Missouri, St. Louis

📁 Analytical

Requisition #: 262764

Missouri, St. Louis

📁 Analytical

Requisition #: 262670