Quality Assurance Specialist Quality Assurance Specialist …

CIT Group
in Pasadena, CA, United States
Permanent, Full time
Be the first to apply
Competitive
CIT Group
in Pasadena, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Quality Assurance Specialist
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  • Quality Assurance Specialist Location US-CA-Pasadena Job ID 31895 # Positions 1 Job Family Operations - Cash Operations Type Full-Time
  • Overview

    Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit cit.com.

    Responsibilities

    Quality Assurance Specialist is responsible for scoring and/or assessing the quality of the inbound calls taken by our Contact Center Relationship and Digital Bankers. QA Specialist will monitor inbound calls to assess Bankers demeanor, technical accuracy, sales performance and conformity to Retail Bank's Quality Components.

    • Adhere to our quality component monitoring formats and quality standards
    • Uses quality monitoring data to compile and track team and individual performance
    • Participates in call calibration sessions for call center staff
    • Provides feedback to Contact center team leaders and managers
    • Prepares and analyzes quality trend reports for management staff review
    • Participates in group audit sessions
    • Works with management on call trends and quality issues identified during monitoring

    Qualifications

    • High School Diploma required/Bachelor's Degree preferred
    • Two years previous banking experience and working knowledge of bank product and services
    • Experience in a Quality Assurance environment in a call center or the service industry
    • Exceptional listening and analytical skills
    • Experience in ensuring compliance with all governing regulations, especially the Bank Secrecy Act requirements
    • Intermediate level of knowledge/expertise with PC hardware and software (i.e. MS Word and Excel)
    • Strong knowledge of customer care processes and techniques

    #LI-AR1

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