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Tier-1 employer, metro location, generalist contact-center quality role attracts dense applicant competition.
Skills are moderately transferable across retail, finance, and contact-center quality roles.
Explicit 1+ years, degree requirement, and contact-center preference impose moderate filtering.
Own quality auditing processes and projects linked to Quality Support applications to ensure high service quality for guests and business partners.
Perform procedural audits for compliance with credit policies, procedures, federal and state regulations, and quality standards within the Contact Center team using defined SOPs.
Capture and analyze data from calls, emails, and chats to provide actionable insights and recommend process improvements; collaborate with teams to drive initiatives and track retraining needs.
Bachelor’s degree or equivalent experience.
At least 1 year of relevant work experience.
Prior contact center experience preferred but not mandatory.
Working knowledge of MS Office applications including Excel, Word, and PowerPoint; moderate Excel skills preferred.
Demonstrates ability to work independently with high initiative and ownership, focusing on accuracy and follow-through.
Strong analytical skills with capacity to identify trends, process gaps, and recommend improvements.
Good communication skills and ability to build partnerships across teams including remote collaboration with Quality Support in Minneapolis/Tempe.