!*!Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Quality Assurance Specialist I - contributes to the continuous improvement of quality assurance through the implementation of monitoring and evaluations of agents calls and interactions with Woodforest customers. Receives instruction and guidance from more senior Quality Assurance Specialists, while continuing to learn how to effectively perform quality assessments on inbound, outbound calls, and other communication channels. Demonstrates intermediate knowledge of operational procedures and assists in identifying opportunities for process improvement. Develops effective skills for monitoring inbound and outbound calls, and emails and responding to and assessing associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Additionally, the Quality Assurance Specialist I will observe the coordination and facilitation of call calibration sessions for call center staff.

Key Responsibilities:
· As a Quality Assurance Specialist I, the incumbent develops effective skills for reviewing data and ensuring service level expectations are being met by the department; develops skills for identifying areas for improving processes and service delivery.
· Utilize all necessary resources to optimize quality assurance performance.
· Collaborates with more senior Quality Assurance Specialists to learn effective coaching skills, identify process improvement opportunities and/or QA trends.
· Responsible for continual evaluation of processes and procedures.
· Develops skills for documenting and analyzing data to assess performance and compliance with bank procedures, regulations, service standards and management policies.

Competencies Required:
· Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
· Ability to maintain the highest level of confidentiality and handle sensitive situations with solid judgment and discretion, while following directions, and applying proper policies, procedures, and guidelines.
· Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
· Ability to effectively give critical feedback and coach employee performance with professionalism and empathy.
· Outstanding listening ability to focus completely when listening to calls, to understand the message, comprehend the information and transfer knowledge into QA practices.
· Ability to source information rapidly in an electronic environment; research information using available resources, reference FAQs, and other information resources utilizing strong problem-solving skills.
· Ability to learn multiple banking systems and effectively navigate through software applications.
· Strong technical knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, MapPoint), including advanced proficiency with Microsoft Excel and SharePoint.
· Customer service orientation skills with developed problem-solving abilities.
· Ability to manage multiple responsibilities and projects in a fast-paced environment with competing priorities and deadlines.
· Proactive self-starter, with a keen eye towards continuous process improvement and the ability to work independently while supporting a team environment.
· Excellent written and verbal communication skills with the ability to present detailed and complex data into concise and understandable information.
· Excellent quantitative and qualitative analytical skills with developed problem-solving abilities.
· Excellent organizational skills with superior attention to detail and high concern for data accuracy.
· Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines.
!*!Minimum Qualifications/Experience:
· 1+ years' experience providing quality assurance analysis in a similar contact center environment; OR
· 3+ years’ experience in the Woodforest Customer Experience Center, consistently meeting or exceeding performance expectations required.

Formal Education & Certification:
· High School diploma or equivalent required.

Work Status:
· Full-Time.

Supervisory Responsibility:
· None.

Travel:
· 0% - Negligible amount of travel expected.

Working Conditions:
· Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.
TX - Operations Center-0100 (0100)
25231 Grogans Mill Rd
The Woodlands, 77380