Title: Quality Assurance-Customer Relations

Location:

Charlotte, NC

Ft. Mill, SC

Duration: 12 months

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

Participate in planning and executing a variety of programs, services, and initiatives, and monitor key indicators to ensure effective performance and control management of assigned operations or business groups. Review basic initiatives including policy or process changes, process improvements, technology enhancements, and conduct regular reviews to identify efficiencies and cost savings opportunities. Receive direction from leaders and exercise independent judgement while developing an understanding of policies and procedures, best practices, and initiatives. Collaborate and consult with mid-level managers or cross-functional business partners. Provide work direction to less experienced Strategy and Execution staff.

Responsibilities:

• Building transcripts of phone calls that are heard in Spanish and would be asked to determine and make decisions based on what they read.
• Accuracy testing, how accurately was the phone call transcribed? Identify errors and error rates.

Qualifications:

• Fluency in Spanish.
• Experience with customer service and compliant resolutions preferably for a financial institution.
• Experienced in process audits, compliance and regulatory principles.
• Attention to detail.
• Experience in recognizing quality and performance measures.