What are the responsibilities and job description for the Quality Assurance Specialist (Call Center) position at Valley National Bancorp?
Job Overview
Under the direction of the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for monitoring of calls in the Contact Center to ensure the highest quality of customer service is provided. The QA Specialist will access associates' product knowledge, professionalism and overall customer experience and mentor and coach those individuals to maintain company standards.
Job Description
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.
Requirements
Required Skills :
Required Experience :
