Quality Assurance Specialist (Call Center)

Valley National Bank
$48,200.00-$80,400.00
United States, New Jersey, Wayne
1720 New Jersey 23 (Show on map)
Jan 07, 2025
Under the direction of the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for monitoring of calls in the Contact Center to ensure the highest quality of customer service is provided. The QA Specialist will access associates' product knowledge, professionalism and overall customer experience and mentor and coach those individuals to maintain company standards. Monday-Friday 8:30 AM - 5:00 PM Responsibilities include, but are not limited to: Uses quality assurance monitoring to compile and track performance at team and individual level. Collaborates, recommends and participates in customer listening programs to identify customer needs and expectations. Provides trend data to management team. Provides actionable data, feedback, and recommends appropriate action to management as needed. Coordinates, facilitates, and modifies as needed, call calibration sessions for Customer Care Team. Prepares and analyzes internal and external quality reports for management review. Performs quarterly one-on-one coaching sessions for the purpose of quality and training, with all shifts and locations (NJ - FL) and all areas of the Call Center. Onboards new employees, including, but not limited to, Welcome Orientation, computers assignments and access levels. Conduct feedback sessions with the trainees following the first two weeks after completing the training program. Develop, coordinate and assist in facilitation of all training activity in the Call Center. Assist with maintaining service standards by monitoring employee activity through various channels. Participates in the design of call monitoring score cards and quality standards. Assist QA supervisor with daily audit reviews for Sales Department. Required Skills: Demonstrate a working knowledge of banks products, services, and policies. Understand and utilize multiple systems, computer and databases (Word and Excel). Demonstrate a professional manner and team spirit. Excellent verbal and written communication skills. Required Experience: High School diploma or GED and a minimum of 3 years Call Center experience. Prior Quality Assurance experience from a banking environment preferred. Exact compensation may vary based on skills, experience, and location. $48,200.00 $80,400.00