Citizens Bank Hiring – Consumer QA QC Lead

Website Citizens Bank

Job Description:

The Consumer Operations Quality Team Lead is responsible for overseeing the day to day operations of the Call Monitoring team. This includes workflow coordination, allocation of work to QC colleagues, and accountability for productivity across the team. The Team Lead will also assist the Quality Control Manager and Business Line managers in identifying root causes of defects ,formulating corrective action plans and monitoring implementation of action plans. The Team Lead is also responsible for ongoing communication of QC results with the Heads of Consumer Operations Business Lines, senior managers, and business support partners.

Job Responsibilities:

  • Quality Review disputes – Review and decision all disputes to ensure both the business line and quality teams are in compliance with regulatory guidelines.
  • Procedure Inventory – Ensure all procedures are reviewed regularly, in addition to ensuring all necessary obtains are documented and tracked.
  • Monitoring List – Creating and maintaining the monthly list of calls to be monitored, and assign to QC colleagues
  • Department Performance – Responsible for working with the Quality Control Manager to create and deliver monthly presentations to department heads
  • Team Development- Create, plan and implement activities that will support the development of team members.
  • Team Leadership- Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.
  • Managing Change- Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
  • Calibration Oversight -Ensure all groups and/or vendors have a standing cadence to provide findings, trends, feedback and recommendations to mitigate risks and enhance the customer experience.
  • Team Efficiencies- Analyze and make recommendations to improve productivity while maintaining established goals
  • Performance Management- Ensure team meets agreed service levels, Coach and develop staff.

Job Requirements:

  • Strong understanding of risk and controls
  • Requires ability to provide backup support in all aspects to staff.
  • Ability to plan and prioritize workload
  • 2 Years of experience in contact center/customer experience role
  • Ability to work under pressure with efficiency and accuracy
  • Exceptional written and verbal communication skills
  • Experience with mainframe applications
  • Highly Organized and Detail Oriented
  • 2 Years of experience in Collections
  • Ability to multi-task and function efficiently in high volume, fast paced, deadline oriented environment
  • Possess and apply strong analytical skills
  • Self-directed with excellent time management skills
  • 2 Years of experience in Fraud Management
  • 3-5 years’ experience working in an operations environment.
  • Experience with management of customer questions and complaints

Job Details:

Company: Citizens Bank

Vacancy Type: Full Time

Job Location:  Johnston, RI, US

Application Deadline: N/A

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