Quality Assurance Associate

Management Level

H

Function/Department

Quality Assurance Associate – Customer Care Center

Date

11/12/20

Requested Job Title

Quality Assurance Associate

Job Code

FLSA Status

EEO Category

Career Band and Level

Management Level

Reports to (Job Title)

Team Manager

Direct Reports (Yes/No)

No

The Quality Assurance Associate is a vital member of the Customer Care Quality Assurance Team, responsible for ensuring we are delivering exceptional customer experiences with every interaction. This position monitors and evaluates the quality of customer interactions by phone, written, and email contact according to established guidelines for service delivery and risk mitigation.

Business Function

The quality assurance associate monitors, evaluates, and documents quality performance results. They maintain databases and applications to record quality performance results, coach agents to customer care excellence, apply risk and compliance adherence standards, reinforce through coaching instruction and alert management staff to any errors and risk trends identified.

Core Duties/Responsibilities

• Monitor, evaluate, and document quality performance from customer contact through various channels including phone, written, and email
• Provide quality related feedback to team members or managed resources
• Coach agents to customer care excellence
• Produce documentation summaries for service matters as requested
• Write, edit, coordinate, and publish moderately complex and/or sensitive communications related to line of business customer, compliance, or operations communication
•  Maintain electronic communication site that houses all customer care center, company and business related information and instruction
• Design, build, and update information and instruction in electronic communication site
• Consult with Relationship Management, Business Support Specialists, Quality, and other key management staff to develop effective and accurate communications for posting and dissemination
• Identify communication opportunities and the design/medium/channel for execution
• Act as a subject matter expert for department and business initiatives
• Demonstrates a low tolerance for reputational, operational and financial risk
• Assist in development, implementation, and maintenance of the Quality Monitoring Program including updating materials, evaluation forms, program standards, and call audit practices based on Continual Improvement methodology, as well as identification of potential risks or inefficiencies and developing recommendations for improvement
• Research, resolve, and respond to complaints
• Provide quality related feedback to team members or managed resources

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

• Strong written and verbal communication & problem solving skills
• Financial services and/or transfer agent operations experience
• Dependability to manage quality monitoring deadlines with minimal dedicated assistance from other team members
• High comprehension of risk and compliance requirements, risk mitigation measures, and regulatory compliance standards
• Ability to comprehend operational processes and their interrelationship
• Ability to work independently and multi-task
• Must be able to demonstrate exceptional customer service and display professionalism
• Team player with strong interpersonal skills and adaptability
• Strong attention to detail and accuracy skills
• Working knowledge of Microsoft Office Suite

Education Requirements

High School Diploma or equivalent

College Degree or some college education preferred

Experience Requirements

2+ years of experience in one or a combination of the following: customer service, operations, financial services, accounting, business processing, analytical, financial, clerical, or call center.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.