Apply on Employer Site

Bank OZK · 2 months ago

Quality Assurance Manager, Call Center (CCM)

Little Rock, Arkansas

Full-time

Onsite

Mid, Senior Level

3+ years exp

Bank OZK is a financial institution seeking a Quality Assurance Manager to oversee quality monitoring programs in their call center. The role involves leading a team to analyze performance metrics, evaluate agent interactions, and implement training initiatives to enhance customer service quality.

BankingFinanceFinancial Services

Responsibilities

Designs, implements, and refines programs to evaluate and improve the quality of customer interactions

Partners with peers and stakeholders to continuously evaluate and improve quality assurance processes, tools, and technology – staying up to date on industry trends and identifying areas where innovation is available and necessary

Oversees and mentors a team of Risk and Quality Assurance Specialists, fostering a culture of continuous improvement and accountability

Evaluates agent calls, processes performance data, and Operational Risk Control Statements to identify trends, training needs, and areas for improvement, making recommendations for improvement to Customer Care leadership and working with call center managers to implement and execute

Conducts one-on-one coaching and group training sessions to address skill gaps and reinforce best practices among agents, as needed

Delivers detailed, data-driven feedback to agents and leaders, focusing on enhancing service quality and ensuring adherence to policies and compliance standards

Ensures all customer interactions comply with internal policies and regulatory requirements, mitigating potential business risks

Facilitates routine calibration meetings to align team objectives, address concerns, and share insights on call center performance and quality trends

Leads monthly touch base meetings with specialists to discuss performance, provide feedback and observations, and explore career interests and development goals

Provides ongoing support, coaching, and feedback to specialists to improve performance and adherence to policies and procedures through reoccurring side-by-side call evaluation

Leads monthly touch base meetings with agents and assistant managers to discuss performance, provide feedback and observations, and explore career interests and development goals

Organizes and plans implementation of strategic initiatives provided by senior call center management

Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs

Regularly exercises discretion and judgment in the performance of essential job functions

Maintains good punctuality and attendance to work

Follows Bank policy, procedures and guidelines

Qualification

Quality monitoring toolsCall center policiesCore banking softwareAnalytical skillsCoaching skillsMicrosoft ExcelMicrosoft WordVerbal communicationWritten communicationTeam management

Required

Bachelor's degree or commensurate experience; required

Minimum of three (3) years of work experience quality assurance within a call center environment, preferably in the banking or financial services sector, required

Minimum of two (2) year of supervisory experience required

Minimum of two (2) years of experience with Microsoft Word and Excel required

Preferred

Minimum of two (2) years' experience working with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred