Quality Assurance Manager, Call Center

Founded on a legacy of more than 120 years in banking, Bank OZK is nationally recognized as an industry leader in financial services, combining exceptional service with innovative technologies to deliver smart solutions to clients across the country. We invest in small businesses, fuel economies in local communities, and shape skylines in major cities.

About the role

The Quality Assurance (QA) Manager develops, implements, and refines quality monitoring programs in our Bank’s call center locations to ensure customer service aligns with the highest industry standards. This role leads a team of Risk and Quality Assurance Specialists, providing data-driven insights to leadership and agents to boost customer satisfaction and ensure compliance with Bank policies.

Responsibilities

• Design, implement, and refine programs to evaluate and improve the quality of customer interactions.
• Partner with peers and stakeholders to continuously evaluate and improve quality assurance processes, tools, and technology, staying current with industry trends and identifying areas for innovation.
• Oversee and mentor a team of Risk and Quality Assurance Specialists, fostering a culture of continuous improvement and accountability.
• Evaluate agent calls, analyze performance data, and review Operational Risk Control Statements to identify trends, training needs, and areas for improvement; recommend enhancements to Customer Care leadership and collaborate with call center managers for implementation.
• Conduct one-on-one coaching and group training sessions to address skill gaps and reinforce best practices among agents.
• Deliver detailed, data-driven feedback to agents and leaders to enhance service quality and ensure adherence to policies and compliance standards.
• Ensure all customer interactions comply with internal policies and regulatory requirements, mitigating potential business risks.
• Facilitate routine calibration meetings to align team objectives, address concerns, and share insights on call center performance and quality trends.
• Lead monthly touch base meetings with specialists, agents, and assistant managers to discuss performance, provide feedback, and explore career interests and development goals.
• Provide ongoing support, coaching, and feedback to specialists to improve performance and adherence to policies through recurring side-by-side call evaluations.
• Organize and plan the implementation of strategic initiatives provided by senior call center management.
• Conduct resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs.
• Maintain good punctuality and attendance, and follow Bank policy, procedures, and guidelines.

Requirements

• Bachelor’s degree or commensurate experience.
• Minimum of three (3) years of quality assurance experience within a call center environment, preferably in banking or financial services.
• Minimum of two (2) years of supervisory experience.
• Minimum of two (2) years of experience with Microsoft Word and Excel.
• Experience working with core banking software (e.g., Fiserv Premier) and its interfaces is preferred.

Skills

• Comprehensive knowledge of online banking software, call center policies, and procedures.
• Knowledge of card systems and imaging systems.
• Proficiency with quality monitoring tools, systems, and technologies.
• Strong verbal and written communication skills, including presenting to groups of various sizes.
• Demonstrated ability to deliver clear, constructive feedback and effective coaching.
• Exceptional analytical and problem-solving skills with the ability to interpret data and make strategic recommendations.
• Ability to work independently, manage multiple tasks, and meet exacting deadlines in a fast-paced environment.
• Ability to develop and motivate staff to achieve team goals.
• Ability to interpret and provide guidance on bank policies and procedures while maintaining strict confidentiality.
• Flexibility to work evenings and weekends as needed.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Benefits

• Generous paid time off (PTO).
• 401(k) matching.
• Comprehensive health, dental, and vision insurance (including pet insurance).
• Special perks and discounts.

Bank OZK is an equal opportunity employer and operates customary equipment and technology in a business environment, with or without accommodation.