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Call Center Quality Assurance

  • Location: Rhode Island
  • Job Type:Contract

Posted about 1 month ago

  • Expiry Date: 18 September 2021

About Our Client : Our client is currently one of the largest banks in the Northeast, with branches spanning from Chicago to Vermont. The bank is one of the leading provider of loans and mortgages to individuals and business in the markets they serve. With over 1,500 branches within their network, our client has been a trusted name in banking since the 1800’s and currently has over $130 billion in holdings.

Job Description:

  • Review customer calls and score according to set procedures/criteria to ensure customer request was handled accurately and customer experience was effective.

  • Researches customer issues including reviewing customer relationship, exploring transaction history, performing searches (e.g., dollar amounts, dates), and gathering additional information from bank documentation and resources in order to identify the source of the problem for resolution.

  • Determines solutions to customer problems including determining possible courses of action, determining the most appropriate solution in the interest of the customer and bank, presenting the solution to the customers, and fostering acceptance of the solution in order to ensure customer satisfaction.

  • Solves problems including taking action on fee rebates, activating cards, replacing cards, ordering checks, updating customer information, executing stop payments, taking applications for overdraft protection, etc., in order to immediately address customer issues.

  • Documents results of customer interactions including how call was handles, noting customer satisfaction, and inputting notes for managers to use in future development of colleagues.

  • Perform metrics analysis and basic reporting using excel, auto generated reports and email broader management team results.

  • Operates technology including phone systems and computer systems, knowing where to find information in the computer, reading email and using calendar functions in Outlook, and entering and retrieving data in all bank systems in order to quickly and accurately respond to reporting inquiries.

  • Learns new information in both training sessions and via updates while on the job including changes to rates, products, services, policies, and procedures in order to perform within current regulations and provide accurate information to customers.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.