Quality Assurance Rep or Sr-Written Correspondence, Customer Care, Hybrid Columbus or Roswell - 1 Yr QA experience & Bilingual Spanish highly preferred

Job Summary

Under general supervision, monitors and scores communications between customers and agents in the Customer Care Center to ensure that quality service is being provided by agents.

Job Duties and Responsibilities

• Reviews, scores, and provides written feedback for live, recorded or written interactions with customers.
• Uses a quality review form to score the quality of the observed interaction with customers. Documents the strengths and improvement opportunities of the interaction for coaching and quality improvement purposes.
• Provides documentation to Customer Care Center Supervisors to deliver the feedback and results. Agent quality scores are tabulated for monthly quality retirements, incentive achievement calculations and performance management system documentation.
• Participates in customer care center calibration sessions to gain consistency.
• Provides recommendations and/or feedback on training needs, positive and negative trends, etc.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Qualifications

Minimum Education:

High School Diploma, GED, or equivalent.

Minimum Experience:

Two (2) years work related experience including one (1) year in a customer care/call center environment.

Certifications:

None

Required Knowledge, Skills, & Abilities:

• Strong working knowledge in Microsoft office suite of programs including Word, Excel and PowerPoint
• Able to communicate effectively while working in a fast-paced and ever-changing environment
• Demonstrated ability to work well in a team environment