Quality Assurance Analyst - Contact Center (Troy, MI)
Flagstar Bank

Troy, Michigan

Posted in Banking
about 1 month ago

This job has expired.

Job Description

Job Summary
The Quality Assurance Analyst will be responsible for monitoring and evaluating Flagstar and/or vendor contact center agents in an effort to ensure quality customer service and adherence to the policies and procedures of the organization.

Job Responsibilities:

Monitor, Score and Calibrate on Call Center Contacts:

  • Become a Subject Matter Expert in at least one or more areas of Customer Service to be able to monitor content specific calls; may include monitoring vendor calls.
  • Provide feedback on the use of multiple systems/applications.
  • Listen to recorded phone calls and complete all necessary evaluation forms for agents (including new hires and/or vendors).
  • Complete live monitoring evaluations as needs are determined by management.
  • Participate in regular Calibration sessions with other Quality Analysts to ensure consistency in evaluation scores.
  • Participate in extended Calibration sessions with management, training, and agents.

Support Employee Development and Process Improvements:
  • Identify and communicate process improvements to training and management.
  • Conduct side by sides with new hire agents to evaluate overall job knowledge and soft skills performance.
  • Conduct skill-specific side by sides for agents as needed.
  • Provide ongoing employee development & process improvement support.
  • Assist trainers in facilitating phone time for agents during new hire training.
  • Conduct short employee development sessions on form expectations and soft skills.

Trend Analysis and Results Communication:
  • Analyze & communicate evaluation results.
  • Report on and communicate agent behaviors observed during monitoring customer contacts to the management team.
  • Identify and communicate quality trends to the applicable training and management groups.
  • Provide feedback to management on the effectiveness of monitoring through monthly meetings.

Additional Quality Assurance Responsibilities:
  • Attend training classes to maintain content expertise as necessary.
  • Assist with customer calls in order to maintain subject matter expertise, assist with achieving contact center goals and to provide relevant feedback based on personal experiences.
  • Assist trainers in facilitating phone time for agents during new hire training.
  • Complete additional responsibilities as assigned by the QA Manager.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:
  • High School Diploma, GED or foreign equivalent required.
  • Associate's degree from a two-year college or technical school preferred.
  • Call center Quality Assurance and previous sales experience preferred.
  • 2+ years in a call center environment or equivalent experience required.
  • 2+ years of experience in the banking or mortgage industry preferred.
  • Previous quality assurance experience preferred.

  • Excellent interpersonal skills with the ability to maintain confidentiality.
  • Proven excellence in written and oral communications.
  • Strong leadership skills, inspires and motivates others to perform well.
  • Excellent listening skills with the ability to listen judiciously to agent's calls and problem-solve accordingly.
  • Ability to work independently with minimal supervision as well as collaborate in a group-setting.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must be action oriented with a great sense of customer focus and a high commitment to quality.
  • Accepts feedback from others and gives appropriate recognition to others.
  • Effective team player.
  • Ability to give performance feedback to others.

  • Comprehensive knowledge of Microsoft Office Suite, specifically Microsoft Word and Excel.
  • Previous Quality Assurance experience.
  • Sales experience.

This job has expired.

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