ORS Partners

  • Banking Quality Assurance Specialist

    Job Locations US-CT-New Haven
    Posted Date 2 months ago(8/31/2018 8:43 AM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    Job ID
    # of Openings
    Regular Full-Time
  • Overview

    BankMobile, a division of Customers Bank, is looking for a passionate, hard-working, individual join our customer care team as a Quality Assurance specialist.  The Quality Assurance Analyst is responsible for ensuring overall service and/or department standards are met.


    In this role you will be responsible for monitoring our customer care representatives to review and ensure call quality.  The ideal candidate will be able to identify weaknesses and create coachable opportunities for continued improvement. 


    • Monitor Employee and/or vendor performance to ensure compliance with department and/or company standards
    • May identify opportunities for process improvements to advance service quality and/or streamline functions
    • May recommend, facilitate and/or coordinate Employee training
    • Maintain a working knowledge of company and/or department systems, assist with system implementation/conversion as needed
    • Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience.
    • Coordinate quality control and/or compliance activities
    • May create manuals, reports and documents and make updates as needed
    • Contribute to a positive, ethical and respectful working environment and communicate openly with others
    • Participate in calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise including consumer complaints.
    • Maintain up to date knowledge of BankMobile products and processes.
    • Model company culture internally and externally
    • Participate in meetings and coaching sessions
    • Provide support to department leadership in performing trends, analysis, information gathering, performance feedback and related activities
    • Use creativity to continuously improve the program to enhance engagement and success
    • Possess an entrepreneurial outlook; always looking to grow and improve the program
    • Participate in special projects and perform additional duties as assigned


    • Associate’s degree and/or Bachelor’s degree
    • 2-4 years call center experience
    • Must have excellent written and verbal communication skills
    • Strong time management and organizational skills
    • Must be able to work flexible hours, including possible evenings and weekends
    • Problem solving skills
    • Solid interpersonal skills
    • Ability to work as an active participant in a team as well as independently
    • Ability to work in a unpredictable and fast pace environment
    • Detail oriented
    • Passion and excitement to work at a firm that is disrupting the financial services space


    Preferred Experience/ Qualifications:

    • Experience in a banking center
    • Experience working with remote/offshore team
    • Ability to develop detailed excel worksheets
    • Coaching or training experience



    About BankMobile:

    We’re a large bank that’s reinventing banking by focusing on the unmet needs of millennial and underbanked consumers to provide frictionless and free banking with the full suite of financial products.  We’re building a disruptive multi-partner distribution model, known as “Bank as a Service”, that places our innovative bank products in natural account opening moments as part of multiple startup banking brands.  Our banking experience is built with a customer-centric digital-first model and requires industrial-strength financial technologies and innovation.   BankMobile, a division of Customers Bank, is the first mobile bank in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless.  The Bank is also committed to making each of its customers feel financially empowered through education (social media and blog content), access to a free financial coach and a personal banker.  Through constant innovation, the establishment of the BankMobile Foundation, BankMobile is truly disrupting the banking space.   BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability.   BankMobile, a division of Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved


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