Quality Assurance Manager, Call Center

Job Purpose & Scope:

The Quality Assurance (QA) Manager is responsible for developing, implementing, and refining quality monitoring programs in our Bank's call center locations to ensure our customer service aligns with the highest industry standards. Leads a team of Risk and Quality Assurance Specialists whose duties include analyzing performance metrics, evaluating agent interactions, and implementing training and feedback initiatives to enhance service quality. Provides data-driven, actionable insights to both leadership and agents, aiming to boost customer satisfaction and ensure compliance with Bank policies.

Essential Job Functions:

Designs, implements, and refines programs to evaluate and improve the quality of customer interactions.

Partners with peers and stakeholders to continuously evaluate and improve quality assurance processes, tools, and technology - staying up to date on industry trends and identifying areas where innovation is available and necessary.

Oversees and mentors a team of Risk and Quality Assurance Specialists, fostering a culture of continuous improvement and accountability.

Evaluates agent calls, processes performance data, and Operational Risk Control Statements to identify trends, training needs, and areas for improvement, making recommendations for improvement to Customer Care leadership and working with call center managers to implement and execute.

Conducts one-on-one coaching and group training sessions to address skill gaps and reinforce best practices among agents, as needed.

Delivers detailed, data-driven feedback to agents and leaders, focusing on enhancing service quality and ensuring adherence to policies and compliance standards.

Ensures all customer interactions comply with internal policies and regulatory requirements, mitigating potential business risks.

Facilitates routine calibration meetings to align team objectives, address concerns, and share insights on call center performance and quality trends.

Leads monthly touch base meetings with specialists to discuss performance, provide feedback and observations, and explore career interests and development goals.

Provides ongoing support, coaching, and feedback to specialists to improve performance and adherence to policies and procedures through reoccurring side-by-side call evaluation.

Leads monthly touch base meetings with agents and assistant managers to discuss performance, provide feedback and observations, and explore career interests and development goals.

Organizes and plans implementation of strategic initiatives provided by senior call center management.

Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs.

Regularly exercises discretion and judgment in the performance of essential job functions.

Maintains good punctuality and attendance to work.

Follows Bank policy, procedures and guidelines.

Knowledge, Skills & Abilities:

Comprehensive knowledge of online banking software and call center policies and procedures.

Knowledge of card systems and imaging systems.

Comprehensive knowledge of quality monitoring tools, systems and technologies.

Ability to effectively communicate both verbally and in writing with cross-functional teams and senior leaders, including presenting to groups of various sizes.

Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.

Exceptional analytical and problem-solving skills with the ability to interpret data and make strategic recommendations.

Ability to work independently without close supervision.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to develop and motivate staff to achieve team goals.

Ability to develop, interpret and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.

Ability to work flexible hours, including evenings and weekends when needed.

Skill in using computer and Microsoft Office, including Word, Excel, PowerPoint and Outlook.

Basic Qualifications:

Bachelor's degree or commensurate experience; required.

Minimum of three (3) years of work experience quality assurance within a call center environment, preferably in the banking or financial services sector, required.

Minimum of two (2) year of supervisory experience required.

Minimum of two (2) years of experience with Microsoft Word and Excel required.

Minimum of two (2) years' experience working with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Job Expectations:

Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement:

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.