As a Quality Assurance Specialist within our voice program, you will play a crucial role in maintaining and enhancing the quality of our customer service operations. Your primary focus will be on monitoring, evaluating, and reporting on the voice interactions between our agents and customers. By ensuring adherence to our high standards and compliance with banking regulations, you will help uphold our commitment to providing exceptional service to all Texas Capital Bank/Bask Bank Consumer Clients.

Responsibilities:

Conduct quality audits on phone, email, and direct messaging interactions between customer service agents and clients, ensuring each interaction meets or exceeds our quality standards.

Provide detailed feedback to customer service agents and management on performance, identifying areas for improvement and training needs to enhance service quality.

Support the Tier 1 Shared Resources team by offering insights and feedback for escalation support.

Act as a subject matter expert on consumer products, services, and systems, ensuring that all quality assessments are grounded in comprehensive product knowledge.

Partner with training departments to develop and refine training programs based on quality assessment findings.

Ensure compliance with all Texas Capital Bank policies, procedures, and regulatory guidelines through diligent quality monitoring.

Collaborate with client onboarding specialists to ensure a seamless transition for customers, emphasizing quality from the initial stages of customer interaction.

Utilize advanced organizational skills to manage and prioritize quality assurance tasks effectively.

Engage in continuous learning to stay updated on changes to consumer products, services, and regulatory requirements, incorporating these changes into quality assessments.

Champion the customer experience by identifying trends in service interactions and recommending improvements.

Qualifications:

Minimum of 2-3 years of experience in a quality assurance role, preferably within a banking or financial services environment.

In-depth knowledge of customer service principles and practices, with a strong focus on voice interactions.

Familiarity with banking laws, regulations, and guidelines, with a specific emphasis on consumer banking products and services.

Excellent communication skills, both verbal and written, with the ability to provide constructive feedback effectively.

Strong analytical and critical thinking skills, with a keen eye for detail.

Proven ability to influence and work collaboratively across various departments.

Results-driven, with a proven track record in improving service quality within a team environment.

High level of proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).

Flexibility to work a rotating schedule, including evenings and Saturdays, as required.

Job Types: Full-time, Contract

Salary: Up to $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Ability to Relocate:

• Augusta, GA: Relocate before starting work (Required)

Work Location: In person