Q2Ebanking

Quality Operations Analyst

Austin, TX

No sponsorshipDetected 20 days ago

SQLSparkData VisualizationJiraSalesforceCRMCustomer SupportZendeskLeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.
We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others!
We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.

This role will be responsible for monitoring and improving the quality of customer interactions, case management execution, and operational adherence across Support organizations.
This position will partner closely with Operations Support, Incident Management, Workforce Management, Training & Readiness, Product, Engineering, and leadership teams to improve operational effectiveness and customer experience outcomes.

Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience
or an advanced degree with 3+ years of experience
5+ years of experience in Quality Assurance, Contact Center Operations, Customer Support, Customer Experience, or related operational environments.
Experience working in contact center environments with knowledge of call monitoring, case reviews, quality management programs, and customer interaction best practices.
Experience utilizing quality management and contact center platforms such as NICE, Five9, Genesys, Zendesk, Salesforce, ServiceNow, Jira, or equivalent technologies.
Experience leveraging AI-enabled solutions, automation tools, or analytics platforms to improve operational quality, customer insights, or workflow efficiency.
Strong analytical and problem-solving skills with the ability to identify operational trends, customer risks, and improvement opportunities.
Strong written and verbal communication skills with the ability to communicate findings, trends, and recommendations clearly to leadership and operational teams.

Knowledge of AI-assisted quality monitoring, conversational analytics, sentiment analysis, or workflow automation tools.
Familiarity with Power BI, Tableau, SQL, or data visualization/reporting platforms.
Experience participating in operational readiness, continuous improvement, or customer experience transformation initiatives.
Exposure to Workforce Management (WFM), SLA management, or incident management processes.
Career Development & Mentoring Programs
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs - "You Earned it"
Bachelor's degree in Business, Communications, Information Systems, Customer Experience, Operations, or related field preferred.

Prepare quality insights, trends, and operational reports for leadership to improve visibility, accountability, and customer outcomes.
Promote a culture of operational excellence, accountability, customer focus, and continuous improvement.

We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

build strong and diverse communities through innovative financial technology-and we do that by empowering our people to help create success for our customers.
Being as passionate about our people as we are about our mission.
We also know that nothing builds trust and collaboration like having fun.
We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized.
And our benefits go beyond healthcare-offering resources for physical, mental, and professional well-being.
Click here to find out more about the benefits we offer.
Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program ( see more ).
We believe in making an impact-in the industry and in the community.
We are an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.
Applicants in California or Washington State may not be exempt from federal and state overtime requirements

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This listing is sourced directly from Q2Ebanking's careers page and normalized into a canonical job model.