Quality Assurance Analyst

United States-IL-Rolling Meadows
Work Status
Full-Time
Department
Member Contact Center
FLSA Status
Exempt
Requisition ID
2018-1796

Start a Rewarding Career with Alliant

Why Alliant?

We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.

 

Over 90% of our employees say we are a great workplace that is focused on our mission, vision and the future of banking.

 

What will your day look like?

You will be responsible for coordinating contact center call and loan quality reviews along with assisting audits. Collaborates with contact center leadership in order to allow for continuous service level and quality improvements. Work involves moderate difficulty in managing multiple items efficiently and accurately at one time. Resources to do the job require reliance on project management skills and knowledge as well as call center operations experience.

Responsibilities

Do you see yourself doing this?

  • Conducts call quality assessments according to set schedule and provides assessment results to contact center leadership for review
  • Coordinates loan quality assessment review responses with audit and contact center leadership
  • Coordinates and assists with internal/external audit requests as needed
  • Performs other daily/quarterly/yearly audits for contact center employees, reviews results with contact center leadership
  • Pulls recorded calls as necessary
  • Helps to identify and elevate trends so that proper coaching and training can be completed
  • Work closely with management and team leaders regarding employee productivity and performance
  • Helps to build call quality criteria to align with mission and service vision as necessary
  • Collaborates with leadership to improve quality in all areas
  • Shares best practices identified through call monitoring and/or outside resources
  • Works on departmental and organizational projects as needed
  • Coordinates and assists with Symitar and afterhours vendor testing as needed
  • Assists with workforce management as needed
  • Assists with vendor management as needed

 

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree, 1-3 years of customer service experience in a contact center environment; or an equivalent combination of training and experience, and you have:

  • Previous experience working in a financial institution preferred
  • Basic math skills and good computer knowledge
  • Excellent verbal and written communication skills
  • Comfortable working in fast-paced environment
  • Capable of managing multiple tasks involving occasional time constraints

 

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

  • Competitive medical, dental, and free vision benefits
  • Competitive compensation plan
  • Contributions towards gym memberships
  • Generous PTO and banking holidays off

 

Still not convinced?

We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.

 

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