This role has the opportunity to work hybrid. During the interview process, our Talent Acquisition Team will share additional details with you. This role will monitor and evaluate inbound and outbound communications in the Customer Care department, including but not limited to calls in various queues and unsecured and secured messaging. Under limited supervision, the role will be responsible for Quality Assurance reporting, audits, and report findings to the department’s management team. Responsibilities Monitor and review Customer Care representative calls according to QA guidelines and department’s evaluation scorecards Monitor and review other communication channels (secured and unsecured messaging) Ensure that representatives are providing accurate information, professional communication, and following processes according to written procedures Maintain quality assurance reporting, including call evaluation scores for each representative, and analysis of trends and patterns Meeting daily objectives and completing approximately 150 evaluations per month Collaborate with the management team to develop training resources and “refresher” sessions for team members Complete resources guides, revise quick reference guides, and update department procedures when necessary Assist in developing a quality training program for new hires Provide feedback to management team and make recommendations based on QA observations Qualifications Education and Minimum Experience High school education or equivalent is required Minimum two years’ experience in a customer service role required Minimum two years’ experience in a call center environment required Minimum one year experience in a call center quality assurance role preferred One year experience in bank/finance industry preferred Knowledge/ Skills/ Abilities Knowledge of call center operations, including processes, terms, and metrics. Knowledge of bank regulations and processes is a plus. Knowledge of QA process in a call center environment. Excellent verbal and written communication skills; bilingual in Spanish preferred. Highly organized with strong attention to detail, and effective time management skills Intermediate technical knowledge of Microsoft applications, such as Word, Excel, and PowerPoint. Quantitative and qualitative analytical skills. Ability to multitask in a fast-paced, changing environment. Ability to provide critical feedback to team members and management in a professional manner. Ability to develop and deliver training materials to team members and management. Benefits: Competitive starting pay rate of at least $19.50/hour Full time employees are eligible for medical, dental and vision insurance effective on the first of the month following date of hire Eligible for 401k. Will match 100% of the first 6% of your contribution Tuition reimbursement of up to $3,000 per calendar year Job Details: Regular In accordance with Colorado law: Colorado pay for this position is anticipated to be between $19.23 - $29.13 hourly, actual offers to be determined based on applicant’s skills, experience and education. To all recruitment agencies: Independent Financial does not accept agency resumes without formal engagement of the agency. Please do not forward resumes to Independent Financial employees or any other organization location. Independent Financial is not responsible for any fees related to unsolicited resumes. Independent Financial is host to a diverse group of professionals; offering careers in lending, finance, management, marketing, technology and much more. We welcome talented and capable people with a heart for community service, strong personal values and integrity to join our team. Let’s discover new opportunities, together. Become part of a team that provides a wide range of relationship-driven banking products and services tailored to meet the needs of businesses, professionals and individuals. ______________________________________________________ All full-time and part-time roles that are regularly scheduled for 30 or more hours per week are benefits eligible. We are pleased to provide industry-leading benefits, resources and support to our employees. ______________________________________________________ To be considered for this position, you must at least meet the basic qualifications. No phone calls or direct e-mails please. Pre-employment background screening will be conducted. Independent Financial is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. The job description does not constitute an employment agreement between the employer and employee. The above statements describe the general nature and level of work being performed within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. If you require assistance at any stage of the employment application process due to a disability, please contact Human Resources at 469-301-2630. Independent Financial is a trademark of Independent Bank To all recruitment agencies: Independent Financial does not accept agency resumes without formal engagement of the agency. Please do not forward resumes to Independent Financial employees or any other organization location. Independent Financial is not responsible for any fees related to unsolicited resumes.