Customer Support Quality Assurance Supervisor (Blue Ash, OH)

We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.

At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

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JOB DESCRIPTION

Job Summary

The QA Supervisor is responsible for reviewing and evaluating key aspects of the business processes on an ongoing basis to ensure that execution complies with internal policies and Regulation E requirements. When issues are identified, it is the QA Supervisor who will work with the relevant business units to remediate the issues in a timely fashion and to ensure they were implemented and functioning as intended.  The QA Supervisor is responsible to lead weekly calibration sessions with 3rd party vendor providers to calibrate scoring, assist with recommended coaching, as well as identify opportunities in the customer support experience. 

Job Responsibilities

• Manage assignment of QA tasks, including audit assignments, coaching assignments, and QA improvement projects. Oversee the utilization of CES internal QA tool within the Corporate QA team as well as outsourced BPOs

• Develop appropriate quality control processes for post-completion reviews to ensure complaint handling conforms to the Customer Experience Program and supporting policies and procedures.

• Provide timely, accurate and courteous responses to questions from the floor regarding quality within timeframe established by management.

• Review Customer interactions to ensure best customer service and protocol is practiced.

• Evaluate agent performance on calls and ensure quality is met for regulation standards.

• Oversee sample testing every day/week/month which includes to listening to calls, performing case reviews, tracking opportunities, and reporting the findings.

• Assist with escalations as needed Initiate outbound calls as needed for customer follow up and/or resolution.

• Develop metrics, reporting, and other feedback mechanisms covering quality control and other review activities to provide insight into the health of the complaint resolution process and identify areas for potential enhancements and training opportunities.

• Work with Customer Experience and Support’s complaint response team when process enhancements and training opportunities are identified, assisting with agent training and participating in the development of updated processes, procedures, and tools.

• Escalate potential compliance concerns and significant customer service opportunities identified through the pre- and post-submission review of complaints and follow-up questions.

• Coordinate activity with third-party BPO’s to drive customer engagement improvements.

• Oversee timely completion and accuracy of submissions within the Agent Coaching Portal.

• Perform other duties as needed.

Job Requirements

• Bachelor's degree in Business or related field

• 4 years work experience in compliance, risk management, customer service or banking operations

• Previous Quality Assurance Analyst experience in a Dispute Call/Center Environment required

• Experience comprehending, and retaining specific knowledge of complex information to ensure compliance with regulatory requirements

• Comprehensive understanding of processes related to financial/banking laws and regulations

• Strong verbal and written communication skills

• Strong interpersonal skills with the ability to build relationships

• Strong analytical, research, organizational and problem-solving skills

• Proficiency with MS Office especially Excel required

• Experience with different relational databases like Teradata, Oracle, and SQL Server

Preferred Qualifications

• Financial services industry experience preferred

• Regulation E environment experience preferred

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position