Quality Assurance Specialist-2

Published date Posted on Indeed on Aug 06, 2022 (6 d ago)
We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.
At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.
“I want the best and brightest people we can find to join our team to help us be successful, and you can live anywhere you want. What COVID did was force a mind shift; we see how productive we are working from anywhere and how much our employees love it. It’s more important to be productive than be busy. If you force people to come to an office every day, then everybody’s going to try to be busy,” Dan Henry, President & CEO. (quoted in CNBC)
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JOB DESCRIPTION
Job Summary
The QA Specialist is responsible for reviewing and evaluating key aspects of the business processes on an ongoing basis to ensure that execution complies with internal policies and Regulation E requirements. When issues are identified, it is the QA Analyst’s role to work with management and the relevant business units to remediate the issues in a timely fashion and to ensure they were implemented and functioning as intended. The QA Analyst is responsible to lead weekly calibration sessions with 3rd party vendor providers to calibrate scoring, assist with recommended coaching, as well as identify opportunities in the customer support experience.
Job Responsibilities
  • Develop appropriate quality control processes for post-completion reviews to ensure complaint handling conforms to the Customer Experience Program and supporting policies and procedures.
  • Provide timely, accurate and courteous responses to questions from the floor regarding quality within timeframe established by management.
  • Review Customer interactions to ensure best customer service and protocol is practiced.
  • Evaluate agent performance on calls and ensure quality is met for regulation standards.
  • Conduct sample testing every day/week/month which includes to listening to calls, performing case reviews, tracking opportunities, and reporting the findings out.
  • Work within a team to accomplish daily and long-term goals.
  • Assist with escalations as needed Initiate outbound calls as needed for customer follow up and/or resolution.
  • Maintain awareness of system speed and failures and communicate to Management for resolution Assist CSR’s with questions through proactive issue/problem identification and communication.
  • Develop metrics, reporting, and other feedback mechanisms covering quality control and other review activities to provide insight into the health of the complaint resolution process and identify areas for potential enhancements and training opportunities.
  • Work with Customer Experience and Support’s complaint response team when process enhancements and training opportunities are identified, assisting with agent training and participating in the development of updated processes, procedures, and tools
  • Escalate potential compliance concerns and significant customer service opportunities identified through the pre- and post-submission review of complaints and follow-up questions.
  • Coordinate activity with third-party BPO’s to drive customer engagement improvements
  • Perform other duties as needed.
Job Requirements
  • Bachelor's degree
  • 2 to 4 years work experience in compliance, risk management, customer service or banking operations
  • Financial services industry experience preferred
  • Previous Quality Assurance Analyst experience in a Dispute Call/Center Environment required
  • Regulation E environment experience preferred
  • Experience comprehending, and retaining specific knowledge of complex information to ensure compliance with regulatory requirements
  • Comprehensive understanding of processes related to financial/banking laws and regulations
  • Strong verbal and written communication skills
  • Strong interpersonal skills with the ability to build relationships
  • Strong analytical, research, organizational and problem-solving skills
  • Proficiency with MS Office especially Excel required
  • Experience with different relational databases like Teradata, Oracle, and SQL Server
POSITION TYPE
Regular
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Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.

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