End User Services Quality Assurance and Agent Development Analyst at Federal Reserve Bank (FRB) in Minneapolis, Minnesota

Job Description:

Company

Federal Reserve Bank of Minneapolis

Be a part of the Federal Reserve Bank’s National Help Desk team. We are seeking a Quality Assurance Analyst with strong technical background complemented by help desk customer service experience.

In this role, you will utilize your attention to detail and advocate for process. This role is a thrilling blend of quality assurance, analysis, and process improvement. As an advocate for the National Service Desk’s quality culture, you'll collaborate with our training team, ensuring Agents are equip with knowledge and skills to provide World Class Customer Service. Your mission includes quality monitoring, sharing insights, training, and coaching team members to ensure adherence to standard operating procedures.

You must bring experience and ability to build relationships with our help desk agents (your future colleagues) to support them in their goal to meet customer needs. You will use your problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.

The Federal Reserve Bank of Minneapolis believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are expected to be in the office in a hybrid capacity for meetings and team collaboration.

This position is also accepting applications from residents of Kansas City, MO.

Job Responsibilities:

• Quality Monitor a broad spectrum of technical contacts 


• Understand technical documentation to assist in monitoring responsibilities as well as provide feedback 


• Focused on maintaining and improving quality and reliability of support and processes 


• Ability to provide timely training and feedback on calls and chats 


• Own the Quality Monitor process and be the National Service Desk’s Subject Matter Expert 


• Provide analysis of trends, issues, and areas of concern 


• Maintain and assess the National Service Desk’s quality standards on an annual basis 


• Collaborate with Knowledge, Training and Level II to identify training needs and process improvements 


• Demonstrate and coach "Best Practices" to enhance efficiency and quality. 


• Collaborate with management on identifying opportunities to further optimize our processes   


• Adhere to team guidelines and fulfill own responsibilities to accomplish team goals.   


• Identify critical activities and adjust priorities to prevent irrelevant issues and distractions from inhibiting completion of assignments.  


• Foster a culture of continuous improvement 

Qualifications:

• Associate degree AND some progressive experience working as an information technology customer support agent OR High School Diploma AND two (2) years of progressive experience. 


• Experience in scheduling applications such as VERINT or Talkdesk  


• Must have excellent interpersonal communication skills.   


• Must be detailed with experience in prioritization.   


• Proficient in Excel, Word and PowerPoint.   


• Demonstrate Self-Awareness.  


• Ability and experience collaborating and communicating effectively.   

Salary & Benefits:

Salary range is $54,000 - $67,440 - $80,900

Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.  

Our total rewards program offers benefits that are the best fit for you at every stage of your career: 

• Comprehensive healthcare options (Medical, Dental, and Vision) 


• 401(k) match, and a fully-funded pension plan 


• Paid time off and holidays 


• Free public transportation passes 


• Annual educational assistance 


• On-site fitness facility  


• Professional development programs, training and conferences 


• And more… 

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy. 

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Accounting/Finance Family Group

Work Shift

First (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.

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