Quality Assurance Specialist-Call Center

Bank OZK•Little Rock, AR

About The Position

The Quality Assurance Specialist prepares, coordinates, and conducts quality reviews and needs assessments to ensure quality standards and service requirements are met. The role evaluates training needs and performance improvement solutions, reviews service quality, analyzes issues, makes recommendations, and coaches call center staff. It also includes customer-facing call center and banking duties, such as answering inbound calls, assisting or routing customers, processing transactions and account records, recording customer data changes, and recommending customer-service policy and procedure improvements. The specialist communicates agent progress to supervisors, supports consistent processes through feedback and training, participates in assigned projects, and follows Bank policies, procedures, and guidelines. The position requires courteous, prompt, efficient, and accurate customer service, dependable attendance, and the ability to work extended hours when needed. The role operates customary business equipment and technology, with or without accommodation.

Requirements

High school diploma or equivalent required.
At least six months of call center work experience required.
Knowledge of call center principles.
Knowledge of general banking principles and/or financial services.
Ability to communicate effectively verbally and in writing.
Ability to demonstrate initiative in accomplishing work objectives.
Ability to work effectively and demonstrate flexibility in a continually changing environment.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Effective customer service skills.
Effective organization, critical thinking, analytical, and problem-solving skills.
Ability to work extended hours.
Ability to work effectively in a team environment.
Attention to detail and effective time management skills.
Skill using computers and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Must be able to maintain authorization to work in the United States without current or future sponsorship by Bank OZK.

Nice To Haves

At least one year of supervisory experience preferred.
At least one year of experience performing quality assurance responsibilities preferred.

Responsibilities

Evaluate training needs and develop specific performance improvement solutions.
Prepare and conduct regularly scheduled quality reviews to ensure service and quality control standards are met.
Analyze quality issues and improvement opportunities and make initial recommendations for agent supervisor or call center management review.
Conduct quality-related coaching and feedback discussions with call center staff.
Deliver feedback and training that support consistent processes and performance improvement.
Communicate an agent’s progress regularly to the agent’s supervisor.
Recommend, develop, and/or conduct additional agent training based on quality review results and ongoing needs assessments.
Participate in projects as assigned.
Represent the Bank to customers in a courteous, professional manner and provide prompt, efficient, and accurate transaction processing.
Answer inbound telephone calls, determine customers’ needs or call subjects, assist customers, or transfer them to the appropriate department or person.
Perform transactions and other customer-driven processes, including account records.
Record changes to customer data and processes in accordance with procedures.
Recommend improvements to policies and procedures that affect customer service.
Maintain punctuality and attendance and follow Bank policy, procedures, and guidelines.