Contact Center Quality Control Specialist

Overview

The Contact Center Quality Control Specialist is responsible for conducting comprehensive quality control assessments across all customer support channels and teams within the Contact Center department. This role ensures compliance with policies, procedures, and regulatory standards while identifying opportunities for process improvement and training. The position involves compiling and delivering monthly performance and trend analysis reports segmented by agent, team, and location.

What You’ll Do

• Perform multi-channel quality control audits for each team and agent in the Customer Contact Center.
• Gather and input trending analysis of QC deficiencies by individual, team, and location in a timely manner.
• Recommend training initiatives based on identified deficiency trends.
• Conduct and analyze quality control processes to ensure compliance and audit controls are functioning properly.
• Serve as a key resource for internal audits, providing requested data and feedback.
• Recommend internal procedures to enhance key control processes and Key Risk Indicators (KRI).
• Capture metrics to monitor department performance and quality assurance.
• Identify areas for process improvement and resource efficiencies, making recommendations as needed.
• Escalate departmental issues or concerns to leadership.
• Assist in special projects, including audit data gathering, mergers and acquisitions, and other bank initiatives.
• Participate in all required compliance training and other internal/external programs.
  
  

Requirements For Success

Required Skills/Experience/Education:

• Bachelor’s degree in a relevant field or equivalent combination of education and experience.
• 2 years of experience in a Contact Center environment.
• Strong organizational, communication, and multi-tasking skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Excellent analytical and observation skills.
• Ability to work collaboratively and maintain confidentiality.
• Clear, unbiased decision-making capability.
  
  

Preferred Skills/Experience/Education

• Advanced Excel skills for trending and analysis.
• Experience with compliance and audit processes.
• Knowledge of Key Risk Indicators and quality assurance metrics.
  
  

Conditions of Employment

• Position Type: Full-time
• Travel: Up to 10%
• Schedule: Flexibility to work evenings and weekends as needed.
• Must be able to pass a criminal background & credit check
• This is a full-time, non-remote position
  
  

FLSA Status

• Non-Exempt
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

USD $42,061.00 - USD $64,465.00 /Yr.