Quality Assurance Analyst- Universal Service Center

Position Summary Be a trusted voice behind the scenes that elevates the member experience. As a Quality Assurance Analyst within Metro s Universal Service Center, you ll play a critical role in shaping service excellence across the organization. By reviewing member interactions, analyzing performance trends, and providing clear, actionable feedback, you ll help frontline teams deliver consistent, high-quality service while ensuring compliance with policies, procedures, and regulatory standards. This role is ideal for someone who enjoys digging into details, spotting patterns, and influencing positive change. You ll partner closely with leaders and frontline teams, contribute to coaching strategies, and support continuous improvement initiatives that directly impact member satisfaction and operational success. If you bring strong judgment, a collaborative mindset, and a passion for quality, this is an opportunity to make a meaningful impact beyond the front line. Why Join US Influence service quality and performance outcomes without direct people management. Partner closely with leadership and frontline teams to shape coaching strategies and service standards. Work across a variety of interaction types and operational scenarios-no two days are the same. Build deep expertise in quality assurance, compliance, coaching, and service analytics within financial services. What You ll Do Quality Review & Analysis Ensure services comply with Metro policies, procedures, and applicable regulatory requirements Apply quality assurance frameworks consistently while identifying trends, risks, and opportunities for improvement. Feedback, Coaching & Reporting Prepare detailed scoring reviews that highlight strengths, identify performance gaps, and support targeted coaching conversations. Deliver timely, insightful reporting to leadership to support data-driven decisions and performance improvement initiatives. Partnership & Continuous Improvement Partner with managers to ensure quality expectations are clearly understood and consistently applied. Support the ongoing refinement of QA protocols as service models and expectations evolve. Operational & Team Support Serve as a subject-matter resource by assisting with escalated member inquiries and supporting frontline teams during peak periods. Execute member and operational interactions, including phone and digital engagements, as needed to support service levels during peak periods of staffing and gaps. Contribute to onboarding and training efforts by reinforcing quality expectations and best practices. What You ll Bring Required / Strongly Preferred High school diploma or equivalent. 3+ years of banking or financial services experience. Prior quality assurance, quality control, or performance review experience strongly preferred. Skills That Set You Apart Strong written and verbal communication skills with the ability to deliver clear, constructive feedback. Excellent attention to detail and sound judgment when evaluating performance and compliance. Ability to work independently, manage competing priorities, and collaborate across teams and leadership levels. Comfort using systems, reports, and data to identify trends and support recommendations. Work Environment & Hybrid Eligibility This role follows a hybrid schedule, with on-site onboarding in Chelsea to support training and immersion in service operations. Ongoing hybrid eligibility (minimum three days on-site per week) is based on meeting performance expectations and maintaining good standing. Why Join our Team Comprehensive Benefits Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays. All staff eligible for annual bonus and annual (vesting) retention bonus 3 weeks paid vacation per year; 11 paid holidays 401(k) with matching plan and Safe Harbor Plan - Metro contributes 3% regardless of your contribution Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses Discounts on Pet Insurance Strong growth opportunities - attain your long-term career goals at Metro Individual Development Plans Position-related or job-related tuition assistance (1 year eligibility) Superb in-house training programs Growing, dynamic environment with a strong culture and exceptional team of co-workers

Compensation Disclosure:

$49,000 to $67,000 The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.