Quality Assurance Specialist-Call Center

Bank OZK-posted 4 months ago
Little Rock, AR
1,001-5,000 employees
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The position involves preparing, coordinating, and conducting quality reviews and needs assessments to ensure that quality standards and service requirements are met. The role requires evaluating and developing training needs and specific performance improvement solutions, as well as preparing and conducting regularly scheduled quality reviews. The individual will analyze quality issues and improvement opportunities, perform quality-related coaching and feedback discussions with call center staff, and deliver feedback and training that supports consistent processes and performance improvement solutions. Additionally, the role includes communicating an agent’s progress to their supervisor, recommending and developing additional agent training based on quality review results, and participating in assigned projects. The position also requires representing the Bank to customers in a courteous and professional manner, answering inbound calls, performing transactions, and maintaining good punctuality and attendance.

  • Evaluates and develops training needs and specific performance improvement solutions.
  • Prepares and conducts regularly scheduled quality reviews to ensure that service and quality control standards are met.
  • Analyzes quality issues and improvement opportunities and makes initial recommendations for agent supervisor or call center management review.
  • Performs quality related coaching and feedback discussions with call center staff.
  • Delivers feedback and/or training that supports consistent processes and performance improvement solutions.
  • Communicates an agent’s progress regularly to the agent’s supervisor.
  • Recommends, develops, and/or conducts additional agent training based on quality review results and ongoing needs assessments.
  • Participates in projects as assigned.
  • Represents the Bank to the customer in a courteous, professional manner, and for providing prompt, efficient and accurate service in processing transactions.
  • Answers inbound telephone calls, ascertaining customers’ needs and/or the subject of their calls, and assists the customer or transfers the customer to the proper department or person for assistance as needed.
  • Performs transactions and other customer-driven processes (e.g., account records).
  • Records changes to customer data and processes in accordance with procedures.
  • Recommends improvements to the policies and procedures that affect customer service.
  • Maintains good punctuality and attendance to work.
  • Follows Bank policy, procedures and guidelines.
  • High school diploma or equivalent required.
  • Minimum of six (6) months’ work experience in call center required.
  • Minimum of one (1) year supervisory experience preferred.
  • Minimum of one (1) year experience performing quality assurance responsibilities preferred.
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