Contact Center Quality Control Specialist

United Community Bank•Blairsville, GA

40d•$42,061 - $64,465•Onsite

About The Position

The Contact Center Quality Control Specialist is responsible for conducting comprehensive quality control assessments across all customer support channels and teams within the Contact Center department. This role ensures compliance with policies, procedures, and regulatory standards while identifying opportunities for process improvement and training. The position involves compiling and delivering monthly performance and trend analysis reports segmented by agent, team, and location.

Requirements

Bachelor's degree in a relevant field or equivalent combination of education and experience.
2+ years of experience in a Contact Center environment.
Strong organizational, communication, and multi-tasking skills.
Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Excellent analytical and observation skills.
Ability to work collaboratively and maintain confidentiality.
Clear, unbiased decision-making capability.

Nice To Haves

Advanced Excel skills for trending and analysis.
Experience with compliance and audit processes.
Knowledge of Key Risk Indicators and quality assurance metrics.

Responsibilities

Perform multi-channel quality control audits for each team and agent in the Customer Contact Center.
Gather and input trending analysis of QC deficiencies by individual, team, and location in a timely manner.
Recommend training initiatives based on identified deficiency trends.
Conduct and analyze quality control processes to ensure compliance and audit controls are functioning properly.
Serve as a key resource for internal audits, providing requested data and feedback.
Recommend internal procedures to enhance key control processes and Key Risk Indicators (KRI).
Capture metrics to monitor department performance and quality assurance.
Identify areas for process improvement and resource efficiencies, making recommendations as needed.
Escalate departmental issues or concerns to leadership.
Assist in special projects, including audit data gathering, mergers and acquisitions, and other bank initiatives.
Participate in all required compliance training and other internal/external programs.