Customer Support Quality Assurance Supervisor (Blue Ash, OH) bei Green Dot Corporation
Green Dot Corporation · Cincinnati, Vereinigte Staaten Von Amerika · Remote
- Professional
We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.
At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.
<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>
JOB DESCRIPTION
Job Summary
The QA Supervisor is responsible for reviewing and evaluating key aspects of the business processes on an ongoing basis to ensure that execution complies with internal policies and Regulation E requirements. When issues are identified, it is the QA Supervisor who will work with the relevant business units to remediate the issues in a timely fashion and to ensure they were implemented and functioning as intended. The QA Supervisor is responsible to lead weekly calibration sessions with 3rd party vendor providers to calibrate scoring, assist with recommended coaching, as well as identify opportunities in the customer support experience.
Job Responsibilities
Manage assignment of QA tasks, including audit assignments, coaching assignments, and QA improvement projects. Oversee the utilization of CES internal QA tool within the Corporate QA team as well as outsourced BPOs
Develop appropriate quality control processes for post-completion reviews to ensure complaint handling conforms to the Customer Experience Program and supporting policies and procedures.
Provide timely, accurate and courteous responses to questions from the floor regarding quality within timeframe established by management.
Review Customer interactions to ensure best customer service and protocol is practiced.
Evaluate agent performance on calls and ensure quality is met for regulation standards.
Oversee sample testing every day/week/month which includes to listening to calls, performing case reviews, tracking opportunities, and reporting the findings.
Assist with escalations as needed Initiate outbound calls as needed for customer follow up and/or resolution.
Develop metrics, reporting, and other feedback mechanisms covering quality control and other review activities to provide insight into the health of the complaint resolution process and identify areas for potential enhancements and training opportunities.
Work with Customer Experience and Support’s complaint response team when process enhancements and training opportunities are identified, assisting with agent training and participating in the development of updated processes, procedures, and tools.
Escalate potential compliance concerns and significant customer service opportunities identified through the pre- and post-submission review of complaints and follow-up questions.
Coordinate activity with third-party BPO’s to drive customer engagement improvements.
Oversee timely completion and accuracy of submissions within the Agent Coaching Portal.
Perform other duties as needed.
Job Requirements
Bachelor's degree in Business or related field
4 years work experience in compliance, risk management, customer service or banking operations
Previous Quality Assurance Analyst experience in a Dispute Call/Center Environment required
Experience comprehending, and retaining specific knowledge of complex information to ensure compliance with regulatory requirements
Comprehensive understanding of processes related to financial/banking laws and regulations
Strong verbal and written communication skills
Strong interpersonal skills with the ability to build relationships
Strong analytical, research, organizational and problem-solving skills
Proficiency with MS Office especially Excel required
Experience with different relational databases like Teradata, Oracle, and SQL Server
Preferred Qualifications
Financial services industry experience preferred
Regulation E environment experience preferred
POSITION TYPE
RegularPAY RANGE
The targeted base salary for this position is $54,100 to $81,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>
Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.
Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.
