Quality Assurance Specialist

4 hours ago


Raleigh, North Carolina, United States First Citizens Bank Full time

{"Job Title": "Quality Assurance Specialist", "Job Summary": "We are seeking a highly skilled Quality Assurance Specialist to join our team at First Citizens Bank. As a Quality Assurance Specialist, you will be responsible for monitoring calls to ensure service standards, overall call quality, and alignment to policy and regulatory guidelines. You will also provide coaching and training to collection associates to help them achieve quality and productivity goals.", "Responsibilities": [{"title": "Quality Assurance", "description": "Monitor calls to ensure service standards, overall call quality, and alignment to policy and regulatory guidelines. Utilize a quality monitoring program to track performance at individual, functional, and departmental levels. Identify areas of improvement and possible risks. Provide analytic data to management that allows for key business insight."}, {"title": "Coaching & Training", "description": "Provide feedback to collection associates and collaborate with managers on observed strengths and improvement opportunities. Ensure the uniformity of coaching and feedback delivery to collection associates through regular calibration sessions. Develop training materials and job aids and administer training to new hires and current associates as needed."}, {"title": "Business Support", "description": "Work closely with all levels of collection management to address concerns and inefficiencies. Participate in the development and improvement of call monitoring formats, quality standards, and training curriculum. May assist operational process improvements or risk mitigation efforts. Provide new hire training, product training, and system training."}, {"title": "Client Service", "description": "Strengthen client service capabilities through ongoing monitoring of the client experience and training of associates."}], "Requirements": [{"title": "Qualifications", "description": "High School Diploma or GED and 3 years of experience in Collections, Customer Service, Call Center, Quality Control, or Financial Services including Quality Assurance. Preferred Education: College graduate with 1 year in Financial Services, Quality, or training role. Skill(s): Must have knowledge of applicable regulations pertaining to the collections and loss mitigation of distressed credits."}, {"title": "Company Description", "description": "Founded in 1898 and headquartered in Raleigh, N.C., First Citizens Bank serves customers in 18 states and the District of Columbia. For over 100 years, customers have trusted First Citizens with their money... and their futures. Today, First Citizens is the largest family-controlled bank in the nation and the sixth-largest bank franchise headquartered in the Southeast with more than $30 billion in assets. We employ more than 6,000 associates who are focused on helping our customers achieve a lifetime of success."]}



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