Call Quality Associate

Call Quality Associate
Duration: 6 months – possible extension – possible conversion
Pay rate: $21/hr
Location: Chandler AZ

Experience Required:

• Call monitoring quality assurance experience
• Customer service experience
• Risk control experience

Job Description Summary

Quality Assurance: Covers jobs responsible for reviewing servicing and complaint interactions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed.

Job Description

About this role:

Seeking a Quality Assurance Administrator in Loyalty Solutions Operations as part of Front Line Risk.

In this role, you will:

• Monitor and evaluate the quality of inbound, outbound customer calls and complaints.
• Document quality issues and performance measures for management review.
• Work closely with both internal and external customers to meet their service needs.
• Act as a subject matter expert.

Required Qualifications:

• 2+ years of Quality Assurance, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• Knowledge and experience with products, systems and processes.
• Knowledge and experience of working with third parties.
• Knowledge of Federal regulations, State laws, bank policies, and process and procedures.
• Knowledge and experience coordinating with others for third party oversight.
• Strong analytical skills with high attention to detail and accuracy.
• Excellent verbal, written and interpersonal communication skills.
• Ability to interact with all levels of an organization and with third parties.
• Proven ability to manage multiple tasks/projects while meeting or exceeding deadlines.