Associate, Retail Channels (Call Center Quality)

MAJOR DUTIES & RESPONSIBILITIES

• Determines Contact Center quality standards by monitoring inbound and outbound calls, documenting results, and evaluating performance against established Quality Assurance (QA) standards and guidelines.
• Verifies Contact Center performance by assessing adherence to scripts, product knowledge, customer service and collections skills, greeting protocols, diction, active listening, etiquette, objection handling, efficiency, and call closing techniques.
• Provides feedback to Contact Center management by monitoring calls, reviewing customer feedback, and conducting feedback sessions with staff.
• Evaluates team members by assessing the effectiveness of customer interactions, providing quality ratings, identifying training opportunities, and assisting in the development and delivery of training programs.
• Assists in driving quality initiatives by ensuring adherence to Quality Assurance policies and procedures, recommending process improvements, developing new quality models, and implementing approved changes.
• Maintains professional and technical knowledge of banking regulations, industry standards, and best practices through continuous learning and benchmarking.
• Ensures adherence to all applicable banking regulations, compliance requirements, and internal policies while conducting quality reviews and evaluations.
• Analyzes quality trends, customer feedback, and performance metrics to identify opportunities for process improvements, operational efficiencies, and enhanced customer experiences.
• Contributes to the achievement of departmental and organizational goals by accomplishing assigned projects and related responsibilities.
• Ensures a high-quality customer experience across all service requests, including adherence to First Call Resolution (FCR) standards.
• Monitors adherence to established schedules, including Not Ready time, lunch periods, break durations, and login/logout activities for Contact Center staff.
• Provides feedback regarding the user experience with core applications and systems; identifies and reports recurring issues related to database segmentation, system functionality, or operational procedures.
• Monitors compliance with quality assurance requirements and provides written feedback to improve call quality, accuracy, productivity, and customer experience.
• Identifies potential risks, compliance concerns, operational issues, or red flags and escalates them to the appropriate department for resolution.
• Provides written and verbal feedback, coaching, and recommendations to Contact Center leadership to support continuous improvement and employee development.
• Partners with Contact Center leadership and business units to support quality initiatives, improve service delivery, and promote a culture of continuous improvement.

• Other duties may be assigned.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Business Administration or a related field required.
• Minimum of two (2) years of relevant experience in a call center environment required.
• The minimum education and experience requirements may be satisfied through an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Service- and people-oriented, with strong interpersonal skills. Must be supportive, communicative, attentive, and able to remain calm and courteous under pressure while effectively handling challenging situations.
• Strong understanding of company products, policies, and services.
• Knowledge of banking products, customer servicing practices, and operational procedures.
• Excellent listening, verbal, and written communication skills.
• Proficiency in Microsoft Office applications (Word, Excel, and Outlook), reporting systems, and other business applications required.
• Fully bilingual in English and Spanish (written and verbal) required.