Overview
This is a remote role that may only be hired in the following locations: NC, SC, GA, AZ, CA
This position monitors call quality, process adherence, associate feedback, and reporting within the Customer Contact Center to reduce risk and enhance the client experience. Reviews the performance and behavior of client service, business support, sales, and escalation teams. Identifies areas of improvement or compliance gaps. Provides coaching and behavior recommendations that enhance client service. Assists in the refinement, management, and continuous growth of quality assurance capabilities. Facilitates continuous improvement in call center processes and overall performance while reducing associate attrition and risk.
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Work Schedule: Monday - Friday 8:00am - 5:00pm EST
Responsibilities
- Quality Assurance - Monitors calls and associate behaviors to gauge service standards and overall call center performance. Utilizes a quality monitoring program to track performance at individual, functional, and departmental levels. Identifies areas of improvement and possible risks. Provides analytic data to management that allows for key business insight.
- Coaching - Provides feedback to call center associates and managers on observed strengths and improvement opportunities. Ensures the uniformity of coaching and feedback delivery to call center representatives through regular calibration sessions. Facilitates frequent coaching sessions for training and development assessments.
- Business Support - Works closely with all levels of call center management to address concerns and inefficiencies. Participates in the development and improvement of call monitoring formats and quality standards. May assist operational process improvements or risk mitigation efforts.
- Client Service - Strengthens client service capabilities within call centers through ongoing monitoring of the client experience. Analyzes client satisfaction survey programs to review and communicate direct client feedback.
High School Diploma or GED and 3 years of experience in Customer Service, Call Center, Quality Control, or Financial Services including Quality Assurance
Skills: Experience with call center call monitoring and recording software like Aspect Quality Manager (AQM)
This job posting is expected to remain active for 7 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.
If hired in CA, the base pay for this position is generally between $24.38 and $42.25. If hired in NC or SC, the base pay is generally between $20.30 to $35.19 per hour. If hired in GA or AZ, the base pay is generally between $22.32 to $38.69 per hour. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
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