Analyst

Quality Assurance Associate
Measures and analyzes call center performance and customer information management practices versus established benchmarks; makes recommendations for improvement.

Key Responsibilities and Duties

• Monitoring call response times, customer hang ups, and agent contacts to ensure quality customer service and compliance with call center standards and procedures.
• Evaluating customer information management systems and processes across all channels to ensure customer data integrity and privacy.
• Distributing customer satisfaction surveys and conducting customer focus groups to identify and analyze service quality issues.
• Making recommendations regarding tools, techniques or processes that will enhance service quality.

Qualifications

• 3+ years

• University (Degree), Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
6IC

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Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space. 
Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.