Call Centre Quality Assurance Specialist

Date posted:

Department:

Call Center

Location:

Long Island City (HQ) - Queens, NY

Description:

Ensures that Call Centre staff are consistently monitored to ensure the quality of all member interactions. Ensures that all member phone calls, chats, emails and correspondence are responded to accurately and efficiently. Maintains current knowledge in operational processes, products, services, sales promotions and system enhancements to ensure that a consistent level of quality service is provided to staff and members.

Accountabilities:

• Conduct quality assurance assessments and communicate results to Call Centre management team.
• Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within UNFCU standards and quality guidelines.
• As a result of quality assurance assessments/quality reviews, suggest training needs to ensure that UNFCU standards and quality guidelines are maintained.
• Manage the accomplishment of quality assignments; ensure that planning, follow-up and reporting procedures are used and appropriate.
• Provide assistance for coaching/mentoring and devise strategies to ensure Call Centre staff can satisfactorily meet individual and department standards for quality.
• Conduct ongoing quality reviews of member requests from all interaction channels to identify training needs.
• Assist the Call Centre Supervisor - Training & Quality Assurance and/or Member Service Training Specialist create training plans and training materials to ensure proper planning and execution of training efforts.
• Work with Call Centre management to determine and schedule ongoing training needs of staff.
• Maintain in-depth knowledge of UNFCU’s products and services, sales promotions and systems. Remain current on new policies/procedures, operational changes, system enhancements and new products and services.
• Help to ensure department processes and operational procedures are up-to-date in the Document Library.
• Ensure compliance of federal regulations and UNFCU policies, procedures, and standards.

Qualifications:

TYPE & AMOUNT OF EXPERIENCE:
• Associate’s degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry
• Previous responsibility for coaching/mentoring/training others required
• Thorough knowledge of department policies and procedures

TECHNICAL COMPETENCIES:
• Intermediate to advanced computer aptitude and Microsoft Office skills
• Knowledge of Contact Center Management systems and reports preferred

BEHAVIORAL COMPETENCIES:
• Strong analytical and problem solving skills
• Ability to evaluate with confidence while using a non-judgmental approach
• Ability to organize work and set priorities in a fast paced environment
• Ability to manage relationships at all levels throughout the organization
• Excellent oral and written communication skills
• Must be dependable and self-motivated

WORK ENVIRONMENT/CONDITIONS:
• Standard office conditions
• Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.