Flagstar Bank Sr. Quality Assurance Analyst - Contact Center in Troy, Michigan
Job SummaryThe Sr. Quality Assurance Analyst will be responsible for monitoring, reporting, and trend analysis in an effort to ensure quality customer service and adherence to the policies and procedures of the organization. They will also serve as a mentor to other QA Analysts on the team and are responsible to work with the QA Manager, Servicing, and our Nat Gen vendor partners.Job Responsibilities:60% of time: Monitor, Score and Calibrate on Call Center Interactions* Become a Subject Matter Expert in at least two or more areas of Customer Service to be able to monitor content specific calls. (Includes monitoring of vendor calls). Note: this role is specific to Nat Gen.* Listen to recorded phone calls and complete all necessary evaluations forms for our vendor partner agents.* Evaluate written communications going to external customers, including email and chat correspondence.* Complete live monitoring evaluations as needs are determined by management.* Facilitate regular Calibration sessions Nat Gen including our Servicing internal partners and QA Manager.* Partner with CEC Customer Experience and/or OOTP for VOC trend analysis and correlate findings back to skill trend data/analysis.30% of time: Perform Advanced Quality Assurance Responsibilities* Compile mid-month and month-end QA communication reports and communicate trend results to Quality Assurance Management, Servicing Leadership, and Nat Gen management ( as specified ).* Suggest and present relevant topics for monthly Quality Assurance meetings with Servicing Leadership.* Based on trend findings, provide recommendations for and develop material to support the QA communication campaigns.* Identify process improvements within the QA team and/or call center and create structured proposals to present ideas to management.* Participate in Employee Engagement initiatives and other special projects.* Assist in covering the call center's 'Supervisor Hotline' queues in effort to provide agents guidance, answer questions, and handle escalated phone calls as needed.10% of time Additional Quality Assurance Responsibilities* Attend training classes to maintain content expertise as necessary.* Assist with customer calls in order to maintain subject matter expertise, assist with achieving call center goals and to help with provide relevant suggestions in coaching sessions based on personal experiences.* Assist trainers in facilitating phone time for agents during New Hire training* Complete additional responsibilities as assigned by QA Manager.* Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.