Quality and Performance Specialist

Description

At Regions, the Quality and Performance Specialist evaluates associate interactions (by phone and chat) using established guidelines for performance expectations.

Primary Responsibilities

Reviews active and / or recorded interactions to assess overall call quality which includes soft skills, accuracy of information and compliance with bank policies, department procedure, as well as banking regulations

Provides verbal and written feedback and makes recommendations for performance improvement to management

Identifies training needs for new and existing associates

May partner with the Training and Communication teams to utilize quality data for associate training and development

Develops and maintains thorough knowledge and understanding of products, processes, and procedures for the respective business group

Completes tasks in timely manner without supervision

Performs other duties as assigned

This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

High School Diploma or GED

One (1) year of call center experience

Preferences

Previous quality assurance or business-specific customer service experience

Skills and Competencies

Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)

Strong attention to detail, exceptional listening, and analytical skills

Strong organizational and time management skills with ability to meet deadlines

Strong verbal and written communication skills

Strong work ethic and self-motivation

This position may be filled at a higher level depending on the candidate’s qualifications and relevant experience.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include : experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role.

As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target :

$32,198.40 USD$37,582.00 USD

Incentive Pay Plans :

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation / Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time.

To learn more about Regions’ benefits, please click or copy the link below to your browser.

Location Details

Hattiesburg Mortgage Ops

Location :

Hattiesburg, Mississippi

Bring Your Whole Self to Work

We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer.

More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.

OFCCP Disclosure : Equal Opportunity Employer / Disabled / Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting.

Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.