Equipment Finance Quality Control Specialist Job at First Citizens Bank
Overview:
The Call Quality Analyst is a developing professional role which integrates in-depth business knowledge with a solid understanding of industry standards and practices. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner.
Responsibilities:
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
- Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
- Conduct / Lead training sessions (as needed)
- Assist in the development or implementation of call quality programs
- Analyze performance from quality assurance data and communicate trends to Quality Supervisor
- Share performance data drawn from quality monitoring and review with team to identify potential training needs
- Provides quality monitoring data management system data to management to compile and track performance at team and individual level.
- Prepares and analyzes internal and external quality reports for management staff review.
- Work is typically subject to standardized procedures and practices.
- Makes judgments based on practice and precedence. Researches and interprets information. Identifies inconsistencies in data or results.
- Develops working knowledge of industry practices and standards.
Basic Qualifications:
- Bachelor's degree
- 2 years relevant experience
- Previous experience in quality, control, audit, or customer service roles.
- Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity.
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