CompanyFederal Reserve Bank of St. LouisOverviewThe Federal Reserve Bank of St. Louis serves as a fiscal agent to the U.S Department of the Treasury, Bureau of the Fiscal Service. The Treasury Support Center (TSC) is a national help desk that provides support for 12 Treasury financial applications consisting of Fiscal Accounting Operations (FAO), Payment Management (PM), Debt Management Services (DMS), and Revenue Collections Management (RCM). The user base for these applications consists of government agencies, financial institutions, and government vendors.The Quality Assurance Analyst will provide quality monitoring, reporting, and support the modernization of the quality program. Reporting to an Assistant Manager, you will complete a range of responsibilities supporting the contact center across several functions, perform regular quality reviews, identify trends and training gaps for coaching opportunities, create processes and training to grow knowledge, develop and document procedures, and help prepare for future department and application transitions.Responsibilities
Perform regular quality reviews of phone and email interactions between agents and customers, assessing the agent performance, including the evaluation of accuracy using knowledge of Treasury applications.
Perform regular case quality reviews to ensure accurate logging of calls and emails in the customer relationship management tool.
Use quality monitoring data to compile and track individual and team performance.
Maintain quality program procedures, reference guides, and agent-facing resource documents.
Contribute to scoring calibration session with key stakeholders.
Create and facilitate internal training to support the quality health of the department.
Assess and recommend updates to the quality program processes.
Identify efficiency best practices based on data from quality monitoring and make recommendations for implementation.
Identify trends and training gaps to report to Training and Management teams for coaching opportunities.
Maintain strong and effective working relationships with staff and management.
Ensure confidentiality of information; identify and communicate any risks.
Qualifications
In depth knowledge of Treasury applications.
Bachelor's degree or commensurate experience.
2 years relevant experience.
Experience using Jira and SharePoint to track issues or tasks.
Proficient in an online business environment including use of Microsoft O365 suite (Outlook, Word, Excel, PowerPoint, OneNote, Planner, Forms, SharePoint), Teams audio/video conferencing, and other business applications, platforms, and software.
Travel (5%)
US Citizen or lawful permanent resident with three or more years of US residency.
Total RewardsBring your passion and expertise, and we'll provide the opportunities to challenge you and propel your growth—along with multiple benefits and perks that support your health, wealth, and life.Salary: $62,400.00-$78,000.00In addition to competitive compensation, we offer a comprehensive benefits package all brought together in a flexible work environment where you can find balance:
Medical (4 options), Prescription, Dental (3 options), and Vision Insurance with no waiting period
401k/Thrift Plan with generous employer match
Employer-funded Pension Plan
Paid Vacation/Sick Time & Holidays
Flexible Spending Accounts and Healthcare Spending Accounts
Flexible Work Schedule available in most departments
Life Insurance and Long Term Disability Insurance
Tuition Reimbursement (undergraduate and graduate)
Parental Leave
Free onsite 24/7 Fitness Center including training classes, and locker room / shower facilities
Onsite Cafeteria & Coffee Shop
Additional Convenience Benefits, Discounts and More…
At the Federal Reserve Bank of St. Louis, we believe the Federal Reserve most effectively serves the American public by building a more diverse and inclusive economy. Our commitment to diversity and inclusion, at all levels of the organization, has been one of our core values for many years and remains strong as we continue enhancing our efforts. Learn more about Bank’s culture (https://www.stlouisfed.org/careers) .The Federal Reserve Bank of St Louis is an Equal Opportunity Employer. #LI-HybridFull Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategoryAnalyticalWork ShiftFirst (United States of America)The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.Always verify and apply to jobs on Federal Reserve System Careers ( https://rb.wd5.myworkdayjobs.com/FRS ) or through verified Federal Reserve Bank social media channels.Privacy Notice (https://www.kansascityfed.org/documents/7797/WorkdayPrivacyNotice.pdf)OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government.OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward.Why Our People Choose Us:Our reputation precedes usThere will always be room for personal growthOur people are firstYou’ll find the right balanceYour responsibilities will be meaningfulWe hope that you will be our future colleague.Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.