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MoneyLine - Quality Assurance Associate

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Job Details
Job Order Number
Company Name
MidFirst Bank
Physical Address
777 Northwest Grand Boulevard
Oklahoma City, OK 73118
Job Description

Primary responsibility is the quality assurance review and evaluation of calls of MoneyLine agents for regulatory and legal compliance, customer experience and driving business outcome performance.

Assessment of performance gaps, recommendation, implementation and evaluation of learning performance solutions within the call content. Also, performs feedback sessions geared towards development of employee skill sets to meet company service and business objectives.

  • Provide an in-depth review of quality control procedures and practices
  • Create and maintain all documentation used to complete the quality review
  • Engage in quality calibrations and internal audits
  • Find solutions to customers’ complaints and feedbacks when discovered
  • Develop reporting and submit to Management

• Ability to evaluate customer service, communication and business outcome performance skills

• Proven experience with coaching/training

• Strong verbal and written communication skills

• Strong project management skills with ability to supervise multiple projects

• Ability to evaluate customer service, communication and business outcome performance skills

• Excellent PC skills, including MS Excel and Word

MidFirst and its affiliates are Equal Opportunity Employers- M/F/Disability/Vets
A Drug Free Workplace

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