Quality Team Leader-Call Monitoring-Richmond, VA
Location: Richmond, Virginia
Description: Bank Of America is at present looking to employ Quality Team Leader-Call Monitoring-Richmond, VA right now, this position will be ordered in Virginia. More details about this position opportunity kindly read the description below. Monitors calls or transactions to ensure internal policies and procedures and call quality standards are met. May be responsible for a desig! nated number of quality teams. Documents quality issues and performance measures for management review. Reports on quality trends and makes recommendations for providing higher quality customer services. Seeks ways to improve the customer experience through effective coaching and data trend analysis. Develops processes that ensure the courtesy and quality necessary to drive customer satisfaction and identifies ways to enhance coaching methodology and processes. Responsible for ensuring the defined capability expectations are met within process timelines. Work with management team to assess capability and readiness. Must have the ability to effectively communicate with colleagues to provide effective coaching. May design and deliver new-hire training. Demonstrates excellent interpersonal and team work skills and must have the ability to maintain a high degree of confidentiality.
Additional Information:
Responsible for managing a team of 10-20 First Mortga! ge Quality Analysts. Related functions include associate devel! opment and satisfaction, customer experience initiatives as well as resolving customer escalations. Responsible for day to day operations that include; monitoring calls, call quality, call handling metrics, adherence to schedule, and other metrics that are required to successfully maintain and improve associate performance expectations. Responsible for performance reviews to assess strengths and identify development opportunity and create performance action plans for career growth. Coaches, trains and develops associates and may lead other call center quality initiatives. Collaborate with other Team Leaders within the department, unit and other functional units to ensure that the business goals are achieved. Develops, implements and modifies operating policies and procedures to ensure high quility, efficient operations, while maintaining adequate control to manage risk and to ensure compliance with bank policies, state, and federal regulations as they pertain to Consumer Le! nding. Performs personnel administrative functions, such as hiring, termination, Pay For Performance quarterly and annual reviews. Must be customer and associate focused and have the ability to motivate and create enthusiasm. Must be a team player who is self-motivated, has a sense of urgency, looks for process improvements and has good organization skills, as well as keeps informed of new developments and regulations affecting area of responsibility.QualificationsRequired Skills:
- Prior supervisory experience or leadership skills
- Previous customer service experience
- Previous coaching and motivating experience.
- Ability to manage at a high level of detail while maintaining awareness of overall process and team results
- Must be able to adapt quickly to new demands and challenges.
- Ability to multi-task and work in a fast paced environment.
- Must be detail-oriented
- Excellent verbal and written communicatio! n skills
- Strong analytical skills
- Must have computer ! literacy skills
- Ability to collaborate with associates, business partners and customers to resolve issues.
- Mortgage industry knowledge
- General financial services industry knowledge
- Proficient in various PC applications
- EDGE and Stausmart experience
- Understanding of various income sources
- College degree
- .
If you were eligible to this position, please email us your resume, with salary requirements and a resume to Bank Of America.
Interested on this position, just click on the Apply button, you will be redirected to the official website
This position starts available on: Thu, 25 Apr 2013 07:53:53 GMT
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