What are the responsibilities and job description for the Quality Assurance Specialist (Call Center) position at Valley Bank?
Responsibilities include, but are not limited to :
- Uses quality assurance monitoring to compile and track performance at team and individual level.
- Collaborates, recommends and participates in customer listening programs to identify customer needs and expectations. Provides trend data to management team.
- Provides actionable data, feedback, and recommends appropriate action to management as needed.
- Coordinates, facilitates, and modifies as needed, call calibration sessions for Customer Care Team.
- Prepares and analyzes internal and external quality reports for management review.
- Performs quarterly one-on-one coaching sessions for the purpose of quality and training, with all shifts and locations (NJ - FL) and all areas of the Call Center.
- Onboards new employees, including, but not limited to, Welcome Orientation, computers assignments and access levels.
- Conduct feedback sessions with the trainees following the first two weeks after completing the training program.
- Develop, coordinate and assist in facilitation of all training activity in the Call Center.
- Assist with maintaining service standards by monitoring employee activity through various channels.
- Participates in the design of call monitoring score cards and quality standards.
- Assist QA supervisor with daily audit reviews for Sales Department.
