Quality Assurance Specialist

POSITION SUMMARY:

Support the day-to-day operations of the Assist Unit with onboarding and training of new hires. Assist in the enhancement of customer service through quality assessments of chat sessions, email case responses and phone calls resulting in low survey scores. Determine through monitoring of cases, calls, and chats how service can be enhanced to achieve one touch resolution. Suggest improvements to procedures, chat scripting and or email templates.

RESPONSIBILITIES AND ACCOUNTABILITIES - essential job functions include but are not limited to:

• Identify and group existing email templates for email case inquiries to improve training & service
• Identify enhancements to Chat scripting to improve the effectiveness of the customer experience
• Develop Chat scripts for new products and services for management review and adoption
• Monitor low survey calls for service, procedural and knowledge deficiencies
• Monitor email cases for accuracy in response that supports one touch resolution
• Monitor agent chat sessions to determine service, procedural and knowledge deficiencies
• Support Assist unit which includes inbound customer calls and virtual branch functions (web site related e-mail responses, online account originations, online chat, online banking, etc.).
• Utilizing the Quality Control process to:
• Conduct ongoing monitoring of customer calls and correspondence (chat, emails, etc.) to ensure the team is meeting a high level of service.
• Assess service effectiveness of customer calls by monitoring service metrics including call volume, average hold time, percent answered.
• Develop and implement strategies to continuously improve performance. Analyze, justify, recommend and implement changes in operations to enhance productivity and service delivery.
• Assist with the onboarding of all new hires and the customer care certification process.
• Other duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS:

High school diploma required; bachelor’s degree preferred. 2 or more years of banking experience preferable in call center environment. Strong problem-solving skills and professional oral and written communication skills. Excellent interpersonal skills, tact and diplomacy. Must have proficient PC skills. Experience with Microsoft Word, Excel, and Outlook required.

The Bank is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary.

OneUnited Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

Starting Rate: $23.00/hr - $25.00/hr