Contact Center Quality Assurance Analyst

Position Overview :

This position is responsible for monitoring Primary Contact Center Representatives' customer contacts by recording, reviewing, and evaluating Voice, Email, and Chat interactions.

Ensures quality, policy, and compliance guidelines are consistently followed on all communication with FNB customers. Provides ongoing coaching observations to management to shape further necessary training.

Incumbent should have an upbeat demeanor, a positive work ethic, and work well in a team environment. The incumbent must be self-sufficient, have strong problem-solving skills, and a strong attention to detail.

Primary Responsibilities :

Conduct call monitoring of telephone calls, email, and secure Chat messages related to a variety of customer service requests and general bank inquiries.

Analyze the quality of the contact and proper adherence to established company policies, procedures, and other regulatory compliance.

Provide clear and concise feedback on a number of quality metrics including authentication, empathy, procedural knowledge, and system navigation.

Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience.

Identify problem areas during call monitoring to improve agent performance. Track and document calls monitored, evaluation scores and trends on a daily basis.

Provide coaching suggestions from call monitoring to Contact Center supervisors and management.

Identify complaint and escalation calls for the purpose of conducting in-depth audits to ensure Contact Center regulatory and fiduciary compliance.

Provide detailed reports of complaint and call escalation audit trails with an emphasis on compliance guidelines.

Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas. Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information.

Attend and participate in partner and internal calibration meetings. Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.

N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.

Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position :

BA or BS

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position :

Skills Required to Perform the Primary Responsibilities of this Position :

Excellent communication skills, both written and verbal

Excellent customer service skills

Detail-oriented

MS Word - Intermediate Level

MS PowerPoint - Intermediate Level

MS Excel - Intermediate Level

Ability to use a personal computer and job-related software

Excellent organizational, analytical and interpersonal skills

Strong facilitation, problem solving, research, and decision making skills.

Fluent bilingual Spoken and Written Spanish preferred, not required.

Licensures / Certifications Required to Perform the Primary Responsibilities of this Position :

N / A

Physical Requirements or Work Conditions Beyond Traditional Office Work :

N / A