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Quality Assurance Trainer

2 months ago

Knightdale, North Carolina, United States First Citizens Bank Full time
Quality Assurance Specialist

This position plays a critical role in ensuring the quality of customer interactions and the overall client experience in the business units of First Citizens Bank.

Key Responsibilities:
  • Quality Assurance:
    • Monitor calls to ensure service standards and overall call quality.
    • Utilize a quality monitoring program to track performance and identify areas for improvement.
    • Provide analytic data to management to inform business decisions.
  • Coaching & Training:
    • Provide feedback to customer service representatives and collaborate with managers on coaching and training.
    • Develop and administer training materials and job aids for new hires and current representatives.
  • Business Support:
    • Work closely with management to address concerns and inefficiencies.
    • Participate in the development and improvement of call monitoring formats, quality standards, and training curriculum.
  • Client Service:
    • Strengthen client service capabilities through ongoing monitoring of the client experience.
Requirements:
  • High School Diploma or GED and 3 years of experience in customer service, quality control, or financial services.
  • Preferred Education: College graduate with 1 year in financial services, quality, or training role.
  • Must have knowledge of applicable regulations pertaining to customer service and financial services.

First Citizens Bank benefits programs are designed to meet our associates where they are in life. Our comprehensive benefits program includes customized offerings to support families, however defined.