Quality Assurance (QA) ensures that the final product observes the company’s quality standards. These detail-oriented professionals are responsible for the development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes of internal and external customers.
Job Duties and Responsibilities
Review and evaluate phone calls from Associates in the call center departments of Collections, Customer Service, New Customer Center, and Retention, to ensure the policies, procedures, State & Federal regulations are adhered to. While reviewing the call center associates calls
Review reporting from each area on completed QA evaluations. Look for consistency on scoring and confirm an Issues Identified document was sent to management to correct any errors made by the call center associate.
Review a random sample of worked PREMIER Credit Protection (PCP) adjudications.
Submit recommendations to increase the customers experience when opportunities are identified. Recommendations stem from system & process enhancements, associate empowerment, and issue resolution.
Participate in Quality Calibration meetings with Collections, Customer Service, Retention, and New Customer Center to ensure consistency, resolve disputes, identify scoring issues, and validate trends.
Complete a quality sampling of non-call center departments including Correspondence, Security, Credit, Loss Prevention, Payment Research, Chargebacks, Dispute Review, Unauthorized Autodrafts, Collections Support, and Specialty Collections.
Work Exception reports on a daily or weekly basis, depending on the report.
Review existing procedures & updates for accuracy and consistency for all call center and non-call center departments. If something is inaccurate or wrong, submit the error to management to have it corrected.
Support the management team by providing feedback regarding observations through the quality monitoring process.
Remain current regarding Operational, Regulatory, and State requirements by participating in training programs.
Participate in new hire mentoring when new Quality members join the team by providing side by side monitoring, job shadowing, sharing best practices, reviewing the new hire scored calls to ensure accuracy, etc.
Maintain accuracy demonstrated through performance management, presentation, and documentation of errors identified.
Submit Help Desk Tickets when encountering system issues such as pc issues, Verint issues, etc.
Review and approve or deny suggestions for Spanish Scripting. In some cases, write the scripting for the business units to use. (Bilingual Staff Only) Review Spanish IVR messages. (Bilingual Staff Only)
Develop measurement criteria to determine quality problems have been solved and monitor measurement standards developed to ensure corrective actions are permanent.
Develop initial and subsequent modifications of continuous improvement program to outline areas of responsibility, personnel requirements, and operation procedures within program.
Participate in improvement team meetings with all operational areas to assist with establishing or enhancing PREMIER’s policies and procedures.
Review credit card publications, articles, and quizzes.
Review training materials, website/mobile app updates, scripting changes, etc.
Monitor calls using the monitoring software programs.
Assist with UAT and Production testing.
Work Exception Reports.
Research, investigate, and resolve matters of significance on behalf of management.
Monitor 3 party collection agencies.
Participate in committees, as assigned by management.
Skills and Qualifications
Two+ years of credit card industry experience is preferred; a minimum of one year experience is required.
Knowledge of Microsoft Word and Excel, as well as monitoring software systems is required.
Having the ability to manage aggressive goals and organizational projects is preferred.
A bachelor’s degree in business administration or related field is preferred.
Possess basic PC skills, excellent verbal & written communication skills.
Can be self-motivated, set priorities, work independently, and have excellent customer service skills.
Must demonstrate attention to detail, have time management skills, and have strong analytical skills.
Have the capacity to learn, adapt to change, and be self-motivated.
Have the ability to handle stress and exercise self-control
Adhere to company policies and procedures and uphold the PREMIER Way.
Competitive Benefits Package
Full medical benefits when working 20+ hours per week.
Traditional and High Deductible health plan options available.
FREE dental and vision coverage.
Generous Paid Time Off plans.
401(k) – dollar-for-dollar match up to 5% of total compensation.
Special discounts and offers for events at the Denny Sanford PREMIER Center.
PREMIER Wellness Program.
Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year!
Fun Employee Parties!
Our Culture
Emphasis on personal success, respect, health, wellness, fun and giving back.
Employees are rewarded, valued, and celebrated for hard work.
Various Career advancement opportunities and growth.
Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more!
