New

Quality Assurance Specialist (Call Center) - Wayne, NJ

Valley National Bank
$23.17 - $38.65 / hr
paid time off
United States, New Jersey, Wayne
Jun 26, 2025
Back Quality Assurance Specialist (Call Center) #25-630 Wayne, New Jersey, United States Apply Apply for this job now! Apply Job Overview 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. Expected Work Hours Monday-Friday 8:30 AM - 5:00 PM Job Description 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. Requirements 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. Full-time/Part-time Full-time FLSA Non-exempt Location(s) Wayne , New Jersey , United States Total Rewards Summary We provide a comprehensive and competitive total rewards package including base salary determined by factors such as the role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based compensation and/or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing individual performance and contributions. In addition to financial compensation, we offer a robust suite of benefits tailored to meet diverse employee needs based on eligibility criteria. These include comprehensive health care and insurance plans, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other valuable benefits programs. Further details regarding total compensation and benefits will be shared during the hiring process. Job Details Pay Range Pay Range The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience. $23.17 - $38.65 / hour Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.