What are the responsibilities and job description for the Quality Specialist position at First-Citizens Bank & Trust Company?
A company is looking for a Quality Specialist to monitor call quality and enhance the client experience in a remote capacity.Key ResponsibilitiesMonitor call quality and associate behaviors to ensure service standards and identify areas for improvementProvide coaching and feedback to call center associates and managers to enhance performanceCollaborate with management to address inefficiencies and improve call monitoring formats and quality standardsRequired QualificationsHigh School Diploma or GED3 years of experience in Customer Service, Call Center, Quality Control, or Financial Services including Quality AssuranceExperience with call center call monitoring and recording software, such as Aspect Quality Manager (AQM)
