Since opening our doors in 1926, Seacoast Bank has embraced a visionary approach to the future while remaining true to our local roots and family values. Based in Stuart, we are one of the largest publicly traded banks headquartered in Florida.
We believe that our greatest assets will always be our people — local bankers who are knowledgeable about the communities we serve and dedicated to providing an exceptional customer experience.
We offer exciting and challenging opportunities in an environment that supports diversity, enabling associates across the organization a greater sense of empowerment to create change for the better. This is evident in our American Banker “2020 Best Banks to Work For” and “Best Places to Work for LGBT Equality” by the Human Rights Campaign designations.
JOB SUMMARY: This position is responsible for ensuring that an outstanding customer experience is delivered to each and every customer interaction. The Customer Support Center (CSC) Quality Specialist is responsible for managing policy and procedure functions that impact our customers on a daily basis, as well as other regulatory and quality duties as assigned. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.
ESSENTIAL JOB FUNCTIONS:
Quality Assurance (QA) Specialist duties mainly consist of ensuring that all external standards are observed before the final product reaches the customer. To this end, QA specialists are responsible for implementation of inspecting activities, detection of problem areas, and delivering quality inspection outcomes. In addition, they are in charge of planning and performing corrective actions if defects are found.
Responsibilities:
Outline quality assurance policies and procedures
Interpret and comply with quality assurance standards
Make sure that quality assurance standards are adequate
Create the procedures of sampling and guidelines for collection and reporting quality data
Oversee the implementation and ensure efficiency of inspection and quality systems
Plan, perform and oversee inspection and testing of products to ensure the quality deliverable
Document quality assurance activities, such as internal audits
Analyze customer grievances and other non-compliance issues
Gather and organize statistical quality data and report to CSC leadership
Inspect data to detect areas for improvement by segment teams
Elaborate, recommend and oversee improvement actions
Report on results of quality activities
Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
Analyze audit outcomes and carry out appropriate corrective procedures
Oversee risk management procedures
Ensure ongoing abidance by industry regulatory and quality requirements
MINIMUM QUALIFICATIONS:
Candidate must have a flexible schedule in order to accommodate the demands of a 24/7 Contact Center.
High School Diploma or GED required
College degree (A.A. or A.S. or B.A. or similar) preferred or equivalent work experience.
Must be proficient in usage of PC keyboard typing and Microsoft Office suite with the ability to learn other computer systems/programs quickly.
3+ years relevant experience and knowledge of regulatory requirements
Experience in a related industry or with related products
Fluent in a second language is desirable. Spanish, Portuguese or French is preferred.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
