Position Title

Quality Assurance Supervisor - Work from Home United States

Location

Work From Home United States

Job Summary

The Contact Center Quality Assurance Supervisor will be responsible for overseeing the day-to-day operations of direct reports on the Quality Assurance team. The Quality Assurance Supervisor ensures the highest levels of customer service and quality reviews are being delivered to the bank’s customers and staff.

In this role the Quality Assurance Supervisor will focus on monitoring, measuring, and maintaining quality standards, regulatory compliance, and productivity levels that meet or exceed established performance goals.

Pay Range: $47,500.00 - $67,500.00 - $87,500.00

Job Responsibilities:

Leadership and Team Development

• Maintains excellent knowledge of bank’s policies and procedures.

• Partners with Quality Analysts in a one on one setting to provide coaching and feedback to improve productivity.

• Provide leadership and professional guidance for analysts enabling them to progress in their careers.

• Exercises monetary approval authority within established guidelines.

• Administers personnel related matters including interviewing and recommendations for hire, performance evaluations, disciplinary actions and training and development of staff.

• Facilitates and encourages a team environment that measures, recognizes and supports continuous quality improvement in an on-site, hybrid or remote model.

• Ensures Analyst are successful in completing e-Learnings, audit requests, performance reviews and special projects.

Operations and Additional Quality Assurance Responsibilities

• Identifies training opportunities for quality team and partners with appropriate training development teams.

• Complete evaluator audit reviews for completeness and accuracy.

• Leads training of new Quality Analyst and Supervisors on quality processes and standards.

• Enhances knowledge and skills by attending workshops, reviewing publications and training materials, establishing professional networks and participating in professional societies.

• Performs special projects, and additional duties and responsibilities as required.

• Manages and facilitates escalated evaluation review dispute requests.

• Participate in extended Calibration sessions with management, training, and advocates.

• Represents the quality team and coordinates activities with other internal departments on strategic projects and initiatives that provide quality customer service and support.

• Provides input and assists with the development of quality scoring criteria and methods for the Customer Contact Center staff.

• Complete additional responsibilities as assigned by the Quality Assurance Manager.

Trend Analysis and Quality Portal Governance

• Maintains excellent knowledge of quality review portal, preferably NICE

• Generates reports and reviews daily statistical information related Quality Analyst performance.

• Configure and maintain evaluator workflow queues.

• Configure Advocate and Supervisor dashboards.

• Oversees evaluation form design and updates.

• Configure and maintain automated evaluator workflows.

• Analyze trend reports to identify root cause and training gaps.

• Create Ad Hoc reports as reports as needed.

• Create training presentations for customer service best practices and other quality initiatives.

• Maintain Quality Assurance Library.

• Maintain QA User Guides, Form Guidelines, Call Scripts and training materials as needed.

• Conducts routine maintenance and internal review of Quality Assurance procedures.

• Provide feedback to management on the effectiveness of monitoring through monthly meetings.

Job Requirements:

• HS Diploma, GED or Foreign Equivalent

• Bachelor’s Degree Preferred (Business Administration)

• 5+ years of contact center experience or comparable work experience

• 3+ years of quality assurance experience, preferred

• 2+ years of leadership experience, preferred

• Thorough knowledge of the products and procedures of the relevant line of business.

• Knowledge of and the ability to apply and adapt advanced procedures, processes and techniques within assigned functional area.

• A proven track record of managing a team in a fast-paced customer facing environment with minimal supervision.

• A passion for customer service with excellent communication and problem-solving skills.

• Advanced proficiency of MS Office Suite tools (Word, Excel, Outlook, Access, and Visio)

• Advanced proficiency of contact center software and systems.

• Superior organizational and time management skills.

• Excellent interpersonal and relationship building skills.

• Strong leadership skills.

• Strong analytical skills.

• Demonstrated ability to look for ways to improve and promote quality, incorporating out-of-the box solutions.

• Ability to provide constructive feedback.

• Ability to interact with all levels of management.

• Ability to make quick and qualified decisions.

• Ability to lead and motivate.

• Demonstrated ability to maintain confidentiality using tact and diplomacy.

• Must be team-oriented, detail oriented and have successfully demonstrated the ability to manage multiple priorities.

• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.