The Consumer QA QC Sr Specialist will be part of the Colleague Coaching and Development (CCAD) team and will be responsible for quality assurance oversight for the Collections & Recovery, Fraud & Claims, and Mortgage phone colleagues. The QA QC Sr specialist will be responsible for driving a differentiated customer experience ensuring colleagues are maintaining operational and regulatory compliance. The Consumer QA QC Sr specialist is expected to monitor phone calls, to provide performance feedback and coaching opportunities identified via performance scorecards and manager/colleague calibrations.

Primary responsibilities include:

• Review and monitor colleague phone calls to ensure agents are adhering to existing Citizen’s policies and procedures and regulatory guidelines.
• Escalate violations identified during call monitoring to ensure appropriate and efficient coaching and corrective action may be implemented by business lines.
• Identify and mitigate any risk potentials associated with call monitoring and daily processes.
• Aid in building and maintaining meaningful partnerships with the business line colleagues and managers.
• Facilitate and attend call calibration sessions with business lines/agencies to discuss ensure calibration, provide observations and opportunities for improvements through subject matter expertise.
• Assist with structure and maintenance of team including training of new team members and providing support where needed.
• Proactively identify opportunities for change that add value to the achievement of business objectives and enhance the customer experience.
• Demonstrate flexibility to change initiatives, process/procedure implementations for the team and the business lines being reviewed.

Required Skills/Experience:

• Highly organized and strong attention to detail
• Exceptional written and verbal communication skills
• Self-directed with excellent time management and prioritization skills
• 3-5 years’ experience working in an operations environment
• Possess and apply strong analytical and effective listening skills
• Ability to work under pressure with efficiency and accuracy
• Ability to plan and prioritize workload
• Requires ability to provide backup support in all aspects to staff
• Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment
• Proficient in MS Word, Outlook, and Excel
• Positive and customer-focused mindset, adaptable to change

Preferred Skills/Experience:

• 5 Years of Experience providing exceptional customer service in a call center environment, preferably within a financial institution
• 2 years of Experience providing feedback through coaching and/or training
• 2 years of Experience providing coaching and feedback in a Quality Assurance role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines
• 2 Years of experience in Collections and Mortgage Default
• 2 Years of experience in Fraud Operations and/or Servicing

Educational, Certifications and/or Other Professional Credentials:

• High School or Equivalent required
• Associate degree or Bachelor's degree in relevant field or equivalent work experience required

Hours & Work Schedule

Hours per Week: 40 Hours
Work Schedule: Monday-Friday 8am-5pm
Located in Johnston, RI