Customer Service Quality Analyst

Ameris Bank is a purpose-driven company dedicated to bringing financial peace of mind to communities. They are seeking a Customer Service Quality Analyst to support the Customer Service Center by monitoring and scoring phone calls, developing strategies to improve the customer call experience, and ensuring quality objectives are met.

Responsibilities:

• Aware of BSA requirements and strictly adheres to them in daily business activities
• Supports leadership by providing multichannel quality review
• Collaborates with the leadership team to develop and update monitoring forms to ensure correct operational and quality objectives are reached
• Ensures verbal/written communications are professional
• Utilizes proper telephone etiquette and techniques
• Provides accurate and timely reports to agents, supervisors and site leadership teams highlighting trends
• Updates and maintains call monitoring documentation
• Maintains an organized system of reporting that is transparent

Requirements:

• 3 or more years of customer service or call center experience required
• High school diploma or GED required
• Excellent written and verbal communication skills
• Good organizational skills with attention to detail
• Excellent work ethic
• Proven ability to problem solve and handle a wide range of decision making
• Demonstrable commitment to quality customer service
• Ability to manage multiple demands, prioritize appropriately and complete or respond on a timely basis
• Proficiency in Microsoft Office applications
• 2 or more years of experience in financial services or treasury services preferred
• Bachelor's degree preferred or equivalent education and related training or experience required