What are the responsibilities and job description for the Customer Experience Office- Quality Specialist II position at Credit One Bank?
Description
Position Summary
Credit One Bank is looking for a Quality Representative to monitor customer interactions that may be in the form of calls, cases, emails, or other customer contacts. The person in this role will capture and summarize their observations and, based on learnings, identify process or execution gaps.
Summary Of Essential Job Functions
Position Summary
Credit One Bank is looking for a Quality Representative to monitor customer interactions that may be in the form of calls, cases, emails, or other customer contacts. The person in this role will capture and summarize their observations and, based on learnings, identify process or execution gaps.
Summary Of Essential Job Functions
- Monitor calls and cases across operational functions. Capture adherence to customer service standards, including regulatory, 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.
- Throughout the monitoring process, identify potential gaps in processes or execution that may impact business success, quality, or customer experience.
- 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.
- 1 years of relevant experience in credit card operations and/or quality monitoring
- Strong communication and problem-solving skills
- Proficiency in Word, Excel, and PowerPoint