Quality Assurance Analyst - Call Center
Start a Rewarding Career with Alliant
What will your day look like?
You will be responsible for coordinating Contact Center, Operation Service Desk, Digital Care Team and LSI quality reviews along with assisting audits. Collaborates with contact center leadership in order to allow for continuous service level and quality improvements. Work involves moderate difficulty in managing multiple items efficiently and accurately at one time. Resources to do the job require reliance on project management skills and knowledge as well as call center operations experience. General supervision is received from the Manager Member Experience and Quality.
Responsibilities
Do you see yourself doing this?
- Conducts call quality assessments according to set schedule and provides assessment results to contact center leadership for review
- Coordinates and assists with internal/external audit requests as needed
- Performs other daily/quarterly/yearly audits for contact center employees, reviews results with leadership
- Pulls recorded calls as necessary
- Helps to identify and elevate trends so that proper coaching and training can be completed
- Work closely with management and team leaders regarding employee productivity and performance
- Helps to build call quality criteria to align with mission and service vision as necessary
- Collaborates with leadership to improve quality in all areas
- Shares best practices identified through call monitoring and/or outside resources
- Works on departmental and organizational projects as needed
- Coordinates and assists with Symitar and afterhours vendor testing as needed
- Assists with vendor management as needed
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
Qualifications
What makes you a great fit?
You'll be a great fit if in addition to the completion of a Bachelor's degree, and you have:
- One to three years of customer service experience in a contact center environment; or an equivalent combination of training and experience
- Previous experience working in a financial institution preferred
- Basic math skills and good computer knowledge
- Excellent verbal and written communication skills
- Comfortable working in fast-paced environment
- Capable of managing multiple tasks involving occasional time constraints
When you're happy, we're happy!
As a thank you for joining our team, you'll benefit from:
- Competitive medical, dental, and free vision benefits
- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off
Still not convinced?
For more details you can also visit our Glassdoor and LinkedIn profiles.