Contact Center Quality Assurance Specialist

14 hours ago


Pittsburgh PA USA, United States First National Bank Full time
Contact Center Quality Assurance Analyst

We are seeking a highly skilled Contact Center Quality Assurance Analyst to join our team at First National Bank. As a key member of our Quality Assurance team, you will play a critical role in ensuring that our contact center representatives provide exceptional customer service and adhere to our quality and compliance standards.

Key Responsibilities:
  • Conduct call monitoring and evaluation of customer interactions to ensure quality and compliance with company policies and procedures.
  • Provide clear and concise feedback to contact center representatives on quality metrics, including authentication, empathy, procedural knowledge, and system navigation.
  • Work with supervisors and management to drive improvement within and across the contact center to ensure a consistent client experience.
  • Identify problem areas during call monitoring and provide coaching suggestions to contact center supervisors and management.
  • Conduct in-depth audits to ensure contact center regulatory and fiduciary compliance.
Requirements:
  • Bachelor's degree in a related field.
  • 3+ years of experience in a quality assurance or customer service role.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make recommendations for improvement.
  • Fluent bilingual Spoken and Written Spanish preferred.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.


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