Quality Assurance Analyst

First Financial Bank•Antis Township, PA

3d•Onsite

About The Position

First Financial Bank is looking for talented individuals who seek the challenge of providing first-class service to customers and prospective customers of an award-winning financial institution. First Financial Bankshares has been named among the nation’s top performing banks in the one to five-billion-dollar category each of the last five years. We want people who find satisfaction from succeeding and growing along-side our leading community financial institution. The Quality Assurance Analyst position is responsible for monitoring the telephone, e-mail, SMS, and chat interactions of all employees. Additionally, the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives.

Requirements

A high school diploma or GED
Six months of experience as a top tier Call Center Agent are required.
Must possess numerical aptitude, analytical skills and attention to detail.
Must have strong PC skills, including Microsoft Excel with formula knowledge, and Word.
Ability to work independently with limited supervision is essential.
Must have excellent written and oral communication, presentation and organizational skills, and attention to detail as the QA Analyst will help agents with continuous process improvement and assist with recognition programs and incentives to create a culture of quality.
Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
Demonstrated proactive approaches to problem-solving with strong decision-making capability.
Highly resourceful team-player, with the ability to also be extremely effective independently.
Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.

Responsibilities

Maintain a thorough knowledge of First Financial Bank’s products, programs, policies, and technology.
Monitor calls, chats, e-mails, as well as provide coaching and feedback
Analyzes data, identifies performance gaps, and provides feedback (including environmental deficiencies) to the Supervisors, Operations, and Training.
Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans.
Participate and collaborate on Monthly Business Review (MBRs) meetings including the development of information on quality performance for assigned programs.
Maintain accurate and sufficient documentation of agent calls including positive observations, as well as areas of needed improvement.
Perform as system administrator for NICE Engage quality system, and Call Miner Voice Analytics system, managing user profiles and ensuring accurate audio and screen recording.
Participates in weekly meetings to discuss strategies to improve overall center performance. Including monitoring and calibration sessions to ensure consistency in the evaluation process.
Prepare reports daily, weekly and monthly quality results (e.g. Quality Tips). Report results to center and corporate management.
Work in conjunction with training to ensure Quality Assurance participation with programs, new hire trainings among others.
Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control.
Performs projects and other duties as assigned.
Assist in developing other quality management systems.
Responsible for administration of CSAT surveys, gathering, filtering and uploading into application.
Actively participates in the sales and service culture, support the values of the organization and follow established bank policies and procedures.