Quality Assurance Analyst

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We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

Office Location:

Abilene, Texas, United States

*This is an in office position.

COPMANY OVERVIEW:

First Financial Bank is looking for talented individuals who seek the challenge of providing first-class service to customers and prospective customers of an award-winning financial institution. First Financial Bankshares has been named among the nation's top performing banks in the one to five-billion-dollar category each of the last five years. We want people who find satisfaction from succeeding and growing along-side our leading community financial institution.

The Quality Assurance Analyst position is responsible for monitoring the telephone, e-mail, SMS, and chat interactions of all employees. Additionally, the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives.

ESSENTIAL FUNCTIONS:

• Maintain a thorough knowledge of First Financial Bank's products, programs, policies, and technology.
• Monitor calls, chats, e-mails, as well as provide coaching and feedback
• Analyzes data, identifies performance gaps, and provides feedback (including environmental deficiencies) to the Supervisors, Operations, and Training.
• Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans.
• Participate and collaborate on Monthly Business Review (MBRs) meetings including the development of information on quality performance for assigned programs.
• Maintain accurate and sufficient documentation of agent calls including positive observations, as well as areas of needed improvement.
• Perform as system administrator for NICE Engage quality system, and Call Miner Voice Analytics system, managing user profiles and ensuring accurate audio and screen recording.
• Participates in weekly meetings to discuss strategies to improve overall center performance. Including monitoring and calibration sessions to ensure consistency in the evaluation process.
• Prepare reports daily, weekly and monthly quality results (e.g. Quality Tips). Report results to center and corporate management.
• Work in conjunction with training to ensure Quality Assurance participation with programs, new hire trainings among others.
• Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control.
• Performs projects and other duties as assigned.
• Assist in developing other quality management systems.
• Responsible for administration of CSAT surveys, gathering, filtering and uploading into application.
• Actively participates in the sales and service culture, support the values of the organization and follow established bank policies and procedures.

MINIMUM QUALIFICATIONS:

• A high school diploma or GED
• Six months of experience as a top tier Call Center Agent are required.
• Must possess numerical aptitude, analytical skills and attention to detail.
• Must have strong PC skills, including Microsoft Excel with formula knowledge, and Word. Ability to work independently with limited supervision is essential.
• Must have excellent written and oral communication, presentation and organizational skills, and attention to detail as the QA Analyst will help agents with continuous process improvement and assist with recognition programs and incentives to create a culture of quality.
• Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
• Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability.
• Highly resourceful team-player, with the ability to also be extremely effective independently.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)