Customer Experience Office - Quality Specialist III

Description

Position Summary

Credit One Bank is looking for a Quality Specialist to monitor customer interactions that may be in the form of calls, cases, e-mails, or surveys. The person in this role will capture, evaluate, and summarize observations based on learnings, make recommendations to improve processes and / or agent performance, and support training for quality agents.

Summary of Essential Job Functions

• Monitor calls and cases across operational functions and card member surveys. Conduct the research necessary to identify and locate monitor samples. Capture card member feedback and evaluate agent adherence to customer service standards, including regulations, policy, and soft skills.
• Meet team productivity expectations and internal quality standards. Accurately enter detailed information on evaluations, logs, and tools used for quality reporting. Provide clear evaluation comments to support agent coaching and development. Maintain confidentiality and privacy of quality scores, data, and customer information.
• Participate in or facilitate weekly calibration sessions for internal and external partners to align on scoring expectations.
• Support training for quality agents new to the department or learning new process. Support the learner through every step of the training framework following the "Tell-Show-Do-Review" model.
• Throughout the monitoring process, identify potential gaps in processes or execution that may impact business success, quality, or customer experience. Provide the leadership team with well-thought-out recommendations on how to mitigate gaps.
• Demonstrate regular and predictable attendance in adherence to company guidelines.
• Support requests for internal and external audits and control testing.
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
• Complete other duties as assigned.

Position Requirements

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.