Customer Service, QA

Axos Bank • Las Vegas, NV

11d • $21 - $24

About The Position

Axos is seeking a Call Center QA Specialist who will be responsible for monitoring and evaluating a subset of customer interactions to ensure interactions are aligned with business goals, standards and regulations. The QA Specialist will participate in identifying common customer issues, and help ensure standardized customer communication to enhance customer experience.

Requirements

• 2+ years of customer service experience

Nice To Haves

• Banking industry experience highly preferred

Responsibilities

• Completes daily/weekly/monthly monitoring and evaluations of agent's customer call, chat, or email interactions.
• Provides constructive feedback on each completed agent evaluations for improved agent performance.
• Follows established internal quality standards and processes to evaluate agent performance.
• Identifies agent performance trends or common customer issues impacting customer experience.
• Maintains current knowledge of and participates in agent training of current business processes and procedures.
• Completes daily auditing of agent maintenance to customer accounts or personal information to ensure all internal processes as well as Compliance and regulatory standards are followed.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees