Contact Center Quality Assurance Analyst (Banking)

Location: Garden City, NY, United States

Salary: $60,000–$80,000 per year

Company

hirify.global provides banking services supported by contact center and digital banking operations.

What you will do

• Monitor and evaluate inbound and outbound telephone and online banking customer interactions.
• Assess compliance with banking regulations, product guidelines, internal policies, and service standards.
• Analyze customer sentiment, call drivers, performance metrics, and interaction trends.
• Prepare and interpret quality assurance reports, analytics, and actionable insights for management and staff.
• Provide feedback, coaching, and recommendations to contact center and Digital Banking leadership.
• Evaluate the quality assurance program and recommend improvements to processes, controls, and performance outcomes.

Requirements

• At least 4 years of call center experience preferred.
• Bachelor’s degree preferred, or an equivalent combination of education and experience.
• Strong listening, analytical, problem-solving, communication, and interpersonal skills.
• Ability to identify data trends and translate findings into actionable recommendations.
• Ability to manage multiple priorities, work independently, and collaborate across functions.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.

Culture & Benefits

• Full-time employment in a fast-paced, collaborative environment.
• Opportunity to support customer experience, regulatory compliance, and operational excellence.
• Visa sponsorship is not available.