Quality Auditor -Credit Card/ Banking Account

We are looking for an engaging and enthusiastic Call Center Quality Assurance Analyst to join our growing team.

About the Role

In this role, you will be responsible for conducting monthly quality assurance evaluations for phone agents in accordance with our company standards, providing constructive and detailed feedback, helping identify the root cause of scorecard misses, and identifying agent-wide knowledge or process gaps. Additionally, in a supporting capacity, you may assist agents with complex questions or call escalations. To ensure success as a Call Center Quality Assurance Analyst, you should have expertise in customer authentication and quality assurance standards.

Responsibilities

• Conduct QA evaluations on calls using the organization's QA form
• Identify opportunities to improve the QA form and overall QA process
• Identify agent-wide knowledge or process gaps and collaborate with the team to address them
• Identify underperforming agents and collaborate with the manager and trainer to deliver targeted coaching and skill development interventions
• Handle escalated calls when necessary
• Apply strong knowledge of SOPs and processes to make informed decisions
• Ensure QA forms are completed thoroughly and accurately

Qualifications

• High school diploma; some college coursework or college degree preferred
• Minimum of 2 years of experience as a call center quality analyst
• Strong understanding of QA evaluation processes
• Excellent verbal and written communication skills
• Ability to provide clear and constructive feedback
• Proficient in MS Office Applications (Word, Power Point, Excel)
• Strong knowledge of credit card industry preferred

Required Skills

• Expertise in customer authentication
• Quality assurance standards

Preferred Skills

• Knowledge of credit card industry