Quality Officer (Contact Center)

About The Role

As a Quality Officer (Contact Center), you will facilitate the development and delivery of quality assurance programs for the Customer Contact Center. You will contribute to the process-level training and development of qualified, experienced, and highly customer-oriented associates.

How You'll Contribute

• Conduct call reviews, email, and social media evaluation using the established QA Evaluation Form and call recording/barging tool, email, and social media platforms
• Submit monthly reports of call review findings via MS Outlook to address the errors
• Coach Better Banking Specialists using the established quality performance metrics to ensure proper guidance and continuous improvement
• Maintain QA database using established MS Excel tool to ensure CCG’s access to relevant QA policies and processes
• Regularly conduct calibration sessions with TLs and/or Process Owners to ensure consistency of appr...