Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Job Category

Customer Support

Position Summary

The Quality Assurance team is responsible for monitoring activity (calls, emails, correspondence, and processes) for the Collections, Customer Service, Merchant, Credit Investigations, Correspondence, and Fraud Departments to ensure adherence to internal procedures and compliance policies.

This teammate will report to the CFNA Quality Assurance and Training Team and support the business needs of the Credit Operation Support Team.

Call Quality Assurance Specialist reviews and logs all activity reviews and call monitors for individual teammate quality performance reporting in accordance with both CFNA company procedures and applicable federal/state regulations including TCPA, TILA, FCRA, and FDCPA. They also complete reviews for assigned individuals, summarizes results on scorecards, participates in meetings with the internal customer department supervisors to review results and training opportunities, and provides emerging trend information to the leadership team.

Responsibilities

• Monitoring and scoring inbound and outbound customer call recordings including all aspects of real-time Speech IQ implementation and auditing

• Auditing and scoring select email and correspondence activity

• Auditing and scoring various aspects of pended credit applications

• Compiling and tracking performance at an individual and team level

• Providing feedback, analysis trends, and monthly performance to leadership team

• Submitting process improvements to Operations Leadership

• Actively leading and participating in call and activity calibration sessions as assigned

• Attending Operations Team Meeting, Huddles, and Teammate Coaching Meetings as applicable

• Leading Teammate Coaching Sessions with Operations Leadership as applicable

• Learning new business channels to audit and monitor

• Educating New Hire Teammates on the purpose of Quality Assurance 

• Leading quarterly Business Review meetings with Quality Assurance Supervisor

• Supporting Operations Teams Business Needs

• Assisting Supervisors with new-hire training and coaching as needed

• Supporting Credit Operations support business needs

• Supporting the development of the AI Speech IQ product

• Maintaining real-time reporting data

• Other assigned duties as needed

Minimum Qualifications

• Working knowledge of Microsoft Office, Excel, Word, PowerPoint, TEAMS, and Outlook.

• Use of SharePoint for research and problem solving.

• Demonstrates understanding and strict adherence to internal policies supporting bank regulations

• Ability to proficiently complete all required activities in concert with SLAs

• Strong communication and organizational skills with the ability to track all communications

• Ability to build strong sense of teamwork and/or work autonomously

• Ability to analyze data and make recommendations for improvement

Required: High School Diploma with 2 years of financial services

Preferred: Call Center- Call Quality Assurance, Customer Service, Fraud, Credit Applications & Investigations or Collections experience.

• Bi-lingual (Spanish) a plus.

Work Shifts Schedules: 8:00 a.m. – 4:30 p.m. – Shift is subject to change due to business needs

Weekly Hours: 40 hours, Full-time – Overtime may be required due to business needs

Pay Rate Type: Hourly

Location: Full on-site in Brook Park, Ohio

Benefits: Medica