Associate, Retail Channels (Call Center Quality)
HybridSan Juan, San Juan, Puerto Rico
Job Summary
Monitor inbound and outbound calls to determine contact center quality standards by evaluating adherence to scripts, product knowledge, and greeting protocols. Document results against established Quality Assurance guidelines and provide feedback to management on staff performance, training needs, and operational efficiencies. Analyze quality trends and customer feedback to identify risks, compliance concerns, and opportunities for process improvements while ensuring adherence to banking regulations. Conduct feedback sessions with staff, assist in developing training programs, and escalate red flags to appropriate departments for resolution. Ensure high-quality customer experiences across all service requests and report recurring system issues regarding database segmentation or functionality.
Required Qualifications
- Bachelor's degree in Business Administration or a related field
- Minimum of two (2) years of relevant experience in a call center environment
- Service- and people-oriented mindset
- Strong interpersonal skills
- Supportive, communicative, attentive, and able to remain calm and courteous under pressure while effectively handling challenging situations
- Strong understanding of company products, policies, and services
- Knowledge of banking products, customer servicing practices, and operational procedures
- Excellent listening, verbal, and written communication skills
- Proficiency in Microsoft Office applications (Word, Excel, and Outlook), reporting systems, and other business applications
- Fully bilingual in English and Spanish (written and verbal)
- Legally authorized to work in the US
- Permanent or ongoing work authorization
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