Customer Service Quality Manager

Your Responsibilities

• Develop the Customer Contact Quality Assurance program assessment standards and assessment forms across all customer contact channels.
• Develop QA reporting standards and reports for Executive dashboards Customer Service leadership and for Customer service employees.
• Review a well defined sample of customer contacts (Phones Chats Emails) and other Customer contact units and provide timely feedback through scorecard delivery and other feedback channels.
• Conduct daily customer contact monitoring audits as required planned and assigned.
• Provide detailed descriptive feedback on customer contact evaluations to employees.
• Identify key strengths and opportunities for individual employees contact channels product types and process types.
• Utilize identified gaps to create descriptive and organized recommendations on improvement of customer service across channels individuals processes and products.
• Document track remedial action/action plan to assist in elimination of recurring errors.
• Create process and procedure documents and job aids for the Quality Assurance function and create and maintain a process to keep the documents evergreen.
• Interact with internal leadership team to analyze and recommend changes to policies procedures and job aids to improve customer service.
• Acts as a resource for the Raisin compliance team for any assistance needed with completing monthly audits.
• Assist in Quality Control/Quality Assurance completion of all investor call audits regulatory audits partner audits and any external audits conducted on the business.
• Partner with the Controls and Compliance functions through reviews/audits for Issue identification including recommendations to improve.
• Use spreadsheets and databases/tools (as applicable) to maintain detailed audit records.

Your Profile

• Bachelors Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree.
• Financial Service experience is a must.
• 3 years experience in customer contact quality assurance (QA) or quality control in a Financial Services organization preferably a bank. Hands on experience building the QA process and conducting day to day QA monitoring roles with Phone and Email customer contact channels. Experience across Phone Email and Chat preferred.
• Experience with remote and inperson work preferred.
• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture).
• Strong analytical and data skills.
• Strong process skills experience with creating process procedure documents including process flows.
• Excellent verbal and written communication skills.
• Strong critical thinking skills to make wellinformed decisions by weighing evidence considering alternatives and anticipating potential consequences.
• Strong listening analytical and research skills.

Join our mission join our team and grow with us!

At Raisin we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team who are at the heart of our success.

As part of our US team you will benefit from:

• Flexible working hours and 28 vacation days.
• Personal training budget of $2000 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Company 401k contribution of 5%.
• Healthcare coverage contribution including medical dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.